Refund Policy

1. What this policy covers

This policy applies to every paid Mintcast plan bought through Creem, our merchant of record: the Monthly subscription, the Yearly subscription and the Lifetime purchase. It forms part of our terms of service.

Purchases made through an app store — if a store version becomes available — are governed by that store's refund process, not by this policy. Purchases from a reseller, a key shop, or any channel other than Creem are not covered, and we cannot verify or refund them.

2. Before you buy

We would rather you tried the product than bought it on faith. The free plan has no time limit and no card requirement. Use it to test background replacement in your own room, with your own lighting and your own phone, before paying for anything.

The requirements section on the home page lists the operating systems we support. Please check your phone and computer against it: a device we do not support is the most common reason someone asks for a refund, and it is avoidable.

3. The 14-day money-back window

You may request a full refund within 14 calendar days of your first payment if all of the following are true:

• it is your first paid plan on that account, or your first paid plan after at least 12 months on the free plan;
• you have not made substantial use of the paid features in that period — as a guide, more than 10 hours of paid-plan streaming counts as substantial.
• the request comes from the email address on the account, or you can otherwise show you control it.

If you have used the paid plan more than that, we may still refund part of it. Write to us and explain the situation; we look at these case by case and we are not looking for a reason to say no.

4. Renewals

Renewal charges — the second and later payments on a subscription — are not refundable once the new period has started, because the period is already available to you. To avoid a renewal, cancel before it is charged. Cancelling is a two-click action in the customer portal linked in every Creem receipt, and you keep access until the end of the period you already paid for.

If a renewal caught you by surprise, tell us within 7 days of the charge and do not use the paid features in that period; we usually refund it once as a courtesy. This courtesy applies once per account.

5. Your statutory rights

Consumers in the European Union, the EEA and the United Kingdom have a 14-day right of withdrawal for distance purchases of digital services. Where you have asked us to start the service immediately and have used it, the law allows the refund to be reduced in proportion to what has already been delivered; in practice we refund in full inside the window described in section 3.

The Lifetime plan is a one-time purchase of a digital service. If you ask for it to be activated immediately at checkout and confirm that you understand you are giving up the cooling-off period, the statutory withdrawal right no longer applies to that purchase — but the contractual 14-day window in section 3 still does, on the same conditions.

Nothing in this policy reduces a right you have under the mandatory consumer law of your country.

6. When we cannot refund

We cannot refund, or cannot refund in full, in these cases:

• the request arrives after the 14-day window and is not covered by section 4 or by law;
• the account was closed for a serious breach of the terms — for example streaming illegal content, filming people without consent, or cracking the licence system;
• the licence was obtained through a reseller, a key marketplace, a shared account, or a payment that has been reversed;
• the request comes from someone who does not control the account and cannot show that they do.

Device incompatibility, a change of mind after the window, or "I did not know it worked this way" are handled under sections 3 and 4, not as a separate ground for refund.

Some cases we refund without argument, outside the conditions above: a duplicate charge from a card that appeared to fail but did not, a charge after a cancellation we confirmed, and an outage of more than 72 hours that made the paid features unusable. For a duplicate, send us both order numbers so we can match them.

7. How to request a refund

The fastest route is the customer portal. Every Creem receipt email contains a link to it, where you can view the order and cancel or request a refund directly.

You can also write to us, and we will handle it:

1. Email support@mintcast.io with the subject "Refund request".
2. Send it from the email address on the account.
3. Include the Creem order number (it starts with ord_ and appears on your receipt), the plan you bought, the date, and — if you want — a sentence about what went wrong.

We reply within one business day, Monday to Friday, and tell you whether the refund is approved, approved in part, or refused, and why. You do not need to fill in a form, and we will not ask you to justify the decision beyond the conditions above.

8. How long it takes

Approved refunds are issued by Creem back to the original payment method. Once Creem processes the refund, the money typically appears within 5 to 10 business days, depending on your bank or card issuer. Creem sends a confirmation email when the refund is issued; we cannot speed up your bank.

Bank fees, currency conversion differences and charges applied by your own bank are outside our control and are not refunded by us.

9. Chargebacks

If you think a charge is wrong, contact us before calling your bank. A chargeback costs more than the refund and takes longer for you to resolve. We will look at the order and, if the charge was ours to reverse, refund it the same day.

If a chargeback is filed while an order is under review, we pause the review until the bank resolves it. Fraudulent chargebacks — claiming a charge you authorised was not — end the account and may be reported.

10. Changes to this policy

We may update this policy. The effective date at the top of this page shows the current version. A change never applies retroactively to a purchase made before it took effect: your purchase is governed by the policy that was published on the day you paid.

11. Contact

Refund questions, billing questions, or a charge you do not recognise:

Mintcast Studio Limited
Hong Kong SAR, China
support@mintcast.io