Refund policy

The rule, in one line

We refund your first subscription in full, as long as you have not generated anything on it yet.

Once you have generated a video, that subscription is no longer refundable. You can still cancel at any time and keep the period you already paid for.

Why it works this way

A generated video is not a licence we can take back. It is a real cost the moment it is made — compute we have already paid for, and a finished ad you already have. The old policy tried to price that per video and deduct it from the refund, which meant a half-used plan produced a small, confusing figure that felt like an argument rather than a policy.

So the line is drawn where the value transfers: before the first video, nothing has happened and you get everything back; after it, the plan has done what you bought it for.

What counts as generating a video

The video counts once generation has started and completed. Specifically:

• Failed renders do not count. If our pipeline fails, it is not deducted from your plan, and it does not end your refund window either. This is automatic; you do not need to contact us.
• Seeing the script does not count. Every ad is written before anything is filmed, and reading, editing or regenerating that script costs nothing and changes nothing about a refund.
• Deleting a video afterwards does not un-count it. The rendering has happened and the cost has been incurred.
• A video you generated and never downloaded still counts. We produced it.

Which subscription

Your first one. A renewal, an upgrade, or a subscription taken after an earlier one is not refundable — by then the service has been tried, which is exactly what the first-subscription refund exists to let you do.

Buying a single video outright is a one-off purchase, not a subscription. It does not use up your first-subscription refund, and it is not itself refundable once the video exists.

When we refund in full regardless

These are not affected by anything above:

• The service did not work. If a fault on our side stopped you generating videos for more than 48 consecutive hours in a billing period, we refund that period in full, whatever you generated before the outage.
• You were charged after cancelling. Refunded in full, immediately, without argument.
• A duplicate charge. Refunded in full.

When we do not refund

• You have generated videos on the subscription. Cancel instead: the plan runs to the end of the period you paid for and every video you made stays yours.
• It is not your first subscription. See above.
• Your ads did not perform. We generate the ad. We do not control your product, price, targeting or market.
• You forgot to cancel. Cancel from the dashboard in two clicks at any time. We send a renewal reminder, but the responsibility is yours.

What happens to unused videos

Approving a refund ends the subscription and cancels the videos remaining on it. You cannot keep the videos and the money.

Outside a refund, unused videos roll over and stay usable for 90 days from the date they were granted. The window that applied when you subscribed is the one you keep, and it is shown on your billing page.

Currency

Prices are published and charged in Saudi riyals. Refunds are returned in the currency you were charged in. If you paid from outside Saudi Arabia your bank’s own conversion may move the final figure by a small amount, which is outside our control.

How to request one

Write to hello@pixiry.com from the address on the account. We review requests within two business days and process approved refunds within five, though your bank may take longer to show it.

Cancelling does not need us at all: it is two clicks on the billing page, at any time.

Disputes

If we disagree, tell us why before raising a chargeback. A chargeback costs us a fee and freezes the conversation, and in almost every case we would rather just refund you and part on good terms.