Refund policy

This policy explains when you get money or credits back. It is part of our Terms of Service.

In short

• Within 14 days of buying a credit pack or starting a plan, you get your money back for the credits from that purchase you haven't used.
• Plans can be cancelled any time and end with the billing period. We don't refund partial months, unless the law requires it or the charge was our mistake.
• If we can't finish a film, the credits come back to your account automatically.
• Not happy with a film? Revisions come first. If it still misses your brief, talk to us before you approve it.

14 days to change your mind

Within 14 days of a purchase — a credit pack, or the first payment when you start a plan — you can ask us for a refund of the credits from that purchase you haven't used. This applies to every customer, business or consumer, and it is also how we handle the statutory right of withdrawal.

• No credits used: full refund.
• Some credits used: we refund the price you paid multiplied by the share of credits from that purchase you haven't used. Example: you bought 50 credits for €54 and used 20 for a film — we refund €32.40.
• All credits used: no refund, because the credits have been spent on films.

The credits still left from a purchase are shown in your account under Billing. Credits that expire soonest are used first, so plan credits are usually used before pack credits. When we refund, the unused credits from that purchase are removed from your account; if the purchase started a plan, the plan ends as well.

Plans

• Cancel any time under Billing. The plan stays active until the end of the billing period you have paid for, there are no further charges, and your credits stay usable until they expire.
• Apart from the 14 days above, we don't refund renewals, the rest of a billing period or unused plan credits — except where the law requires it or where the charge was our mistake, for example if you were charged twice or charged for a renewal after you had cancelled.
• When you upgrade, the remaining time of your previous plan is not paid back in money; the credits you already have stay in your account.
• If Movista was unavailable to you for a long time because of a problem on our side, write to us and we will put it right — by returning credits or money.

Credit packs

Apart from the 14 days above, credit packs are not refundable. Pack credits stay usable for 12 months from the day of purchase.

Films we can't finish

• If we can't finish a film or a revision round, the credits charged for it are returned to your account automatically, and we let you know by e-mail.
• If you cancel a film while it is still waiting in the queue, the credits come back straight away.
• If no first cut has arrived within 72 hours of the start of production, you can ask us to stop the production, and we return the credits.
• If we decline a film, the credits come back.
• Returned credits keep their original expiry date; if it has already passed, they are valid for another 30 days.

These returns are credits, not money. If the credits came from a purchase made less than 14 days ago, you can still ask for a refund of them under the 14-day rule.

When a film isn't right

Revisions are the way to fix a film. Every film type includes one or two revision rounds (see the Terms), and further rounds cost 5 credits each.

If the film still clearly misses your brief or the storyboard you approved after the included rounds, write to us before you approve it, with a link to the film and what is wrong. We look at every case and may offer a free extra round or return some or all of the credits.

Once a film is delivered — because you approved it, or because 14 days passed after the latest version without a reply — we don't return credits for it, except where the law requires it (for example if you are a consumer and the film is not as described).

How to ask for a refund

E-mail hello@movista.pro from the address of your Movista account (or tell us that address) and say which purchase or film it is about. Credits we return appear under Billing straight away. Money refunds are made through Dodo Payments, our merchant of record, to the payment method you used; depending on your bank, it can take several business days until you see the refund.

Deleting your account removes your credits. If you are still within the 14 days, ask for your refund before you delete the account.

Payment disputes

Please talk to us before you dispute a payment with your bank — a reply from us is much faster. If a payment is disputed or reversed, the credits from it are removed from your account; if they have already been used, we may suspend the account until the matter is settled.

Consumers

If you are a consumer, your statutory rights are not affected — including the right of withdrawal and your rights if digital content or a service is faulty or not as described.