Refunds and Cancellation FAQ: What You Keep, What You Don’t
How to cancel Klip Kanvas, when refunds apply (and when they usually don’t), what happens to unused credits, videos, downgrades, failed payments and disputes.
You can cancel anytime from the account. This hub covers refunds (typically unused credits are not refunded), credits after cancel, videos and data, downgrades, failed charges, and disputes. Live terms sit on /pricing.
01
Cancelling
1.How do I cancel my Klip Kanvas subscription?
Cancel from the account billing panel — the same place you upgraded. Cancellation is self-serve for standard monthly plans: you confirm, you get an end date, and the plan stops renewing. You keep access through the period you already paid for; we do not cut the workspace off the minute you click cancel. If you cannot see a cancel control, you are likely on an invoice, annual, or admin-managed seat — in that case the billing owner or support has to complete it. Screenshot the confirmation. That file is what a later dispute will need.
#Cancelling
2.Does cancelling take effect immediately?
Access usually continues until the end of the current paid period, then the subscription does not renew. That is the standard SaaS shape and the one you should plan around. Immediate lockout would strand a campaign mid-flight, so we do not treat cancel as a panic switch. If you need the workspace quiet for security reasons — a contractor leaving, a stolen password — that is a separate action: revoke seats and rotate credentials, then cancel billing. Do not confuse “I cancelled” with “nobody can log in.” Check the confirmation for the exact end timestamp.
#Cancelling#Your Videos & Data
3.Will you try to retain me with a discount when I cancel?
There is no guaranteed retention offer, and you should not wait for one. If a pause or a lower tier would solve the real problem — a quiet month, not a broken product — downgrade or finish the cycle and return later; the workspace and exported files remain. We would rather you leave cleanly than hunt a coupon field that does nothing. If support ever extends a courtesy, it is case by case, not a published entitlement. The commercially honest move is to cancel when you are done, not to threaten cancel to manufacture a deal.
#Cancelling
4.Can I cancel during a free plan?
There is nothing to cancel on free: no card, no renewal, no subscription. You can stop using the account, delete data you uploaded, and leave the 50 credits unspent. If you stored a payment method without starting a paid plan, remove it in billing so a later click cannot enrol you by accident. Paid intro offers on /pricing are different — those are purchases with a renewal date. Only those need a cancel action. If you are unsure which state you are in, open billing and look for a next-charge date; absence of one means you are still on free.
#Cancelling#Payment Issues
02
Refund Eligibility
5.Do you offer refunds on unused time or unused credits?
Generally no. A subscription buys access and a credit allowance for a period; unused credits are not cash and are typically not refunded when you cancel or when the cycle ends. That is normal SaaS, not a hidden trick, and you should size the month to work you will actually render. Check /pricing and the terms for the current wording rather than treating this article as a contract. If a charge was a genuine duplicate, or you were billed after a documented cancel, that is a billing error — those we correct. Buyer’s remorse after rendering ads is not a billing error.
#Refund Eligibility
6.Is there a money-back guarantee or cooling-off window?
There is no advertised “14-day money-back if you did not like the ads” guarantee, and we will not invent one here. Statutory cooling-off rights can apply in some regions depending on how you purchased and whether the service was performed; that is a legal question, not a marketing one, and the terms plus your local law control it. Practically, the lowest-risk path is the free 50 credits with no card, then one paid month once you have seen output. Do not buy an annual term as your first action if refund flexibility matters to you.
#Refund Eligibility
7.What if I was charged after I cancelled?
That is a fixable billing error if the cancel was completed before the renewal cut-off. Send support the cancel confirmation and the receipt in the same thread. Timing matters: cancelling an hour after the renewal has already processed is usually “you owed that cycle,” not “we billed you in error.” Time zones and processor settlement can make this look messier than it is, which is why the confirmation timestamp is the artefact that matters. Do not start with a card dispute while a support ticket is open — two parallel processes slow both of them down.
#Refund Eligibility#Disputes
8.Are failed renders refunded?
A job that never produced a file should not keep the credits; failed renders are generally returned to the balance or never deducted. That is a credit correction, not a cash refund of the subscription. If the video rendered but you dislike the performance, the delivery or the avatar, that is not a failure and credits stay spent — regenerate with a tighter script. File a ticket when the dashboard shows success and you have an empty or corrupt file. Do not assume a slow 3–5 minute queue is a failure; wait, then refresh, then retry once before you claim a refund of credits.
#Refund Eligibility#Credits After Cancelling
9.Can I get a refund because the ads did not convert?
No. Software access is not a media-performance guarantee. Hook rate, hold rate and CTR are campaign outcomes: offer, audience, landing page and creative all move them, and we do not refund a month because CPA was high. The honest evaluation path is free credits, then a small paid cycle, read at 48–72 hours or ~1,000 impressions per variant, then decide. If the format is wrong for the vertical — apparel drape, fine-hand demos — that is a workflow limit, not a billing defect. Keep the subscription only while you are producing; cancel when you stop.
#Refund Eligibility
03
Credits After Cancelling
10.What happens to unused credits when I cancel?
They remain available until the paid period ends, then they generally lapse with the subscription. They are not paid out, not converted to cash, and not parked indefinitely as a rain-check. Paid unused credits roll over for one billing cycle while you stay subscribed; cancellation is the end of that machine. If you have a large leftover, the rational move is to render and export before the end date, not to write in asking for a cheque. Top-up packs follow the same logic: they are consumption, not a stored-value wallet we cash out.
#Credits After Cancelling
11.Can I use leftover credits after the subscription ends?
Usually not. Once the paid period is over and the plan is cancelled, rendering capacity goes with it. You can still log in to download files you already exported, depending on account state, but new renders need an active allowance. Do not plan a “cancel Friday, render Saturday” workflow unless the confirmation email still shows access through Saturday. If you know a campaign spike is coming, stay on the plan through the spike or accept that you will resubscribe. Credits are not a gift card.
#Credits After Cancelling#Cancelling
12.Do rollover credits survive cancellation if I resubscribe later?
Do not count on it. Rollover is one cycle on a living paid plan. A gap in billing typically resets the allowance to whatever the new plan grants on the day you return, not to the pile you left behind. If continuity of credits matters, stay subscribed through the quiet month — cheaper than assuming a resurrection of lapsed balance. When you come back, read the dashboard, not your memory of last quarter’s leftover. Promotional credits, if you ever received any, follow their own expiry and are called out at grant time, not reconstructed after cancel.
#Credits After Cancelling
04
Your Videos & Data
13.Do I keep the videos I already generated after I cancel?
Yes, the files you generated and downloaded remain yours to use under the same commercial rights they had when you exported them. Cancellation does not claw back ads already in a media account. What you may lose over time is convenient in-app storage if the workspace is later deleted as inactive — so download masters now, do not treat our servers as your archive. Watermarked free-plan files stay watermarked; paid clean exports stay clean. Rights to a stock avatar’s likeness are a licence to the video, not ownership of the face.
#Your Videos & Data
14.What happens to my uploaded product footage and brand kit?
They stay in the workspace while the account exists. After cancel you should still export anything you might need, then delete assets you do not want sitting on a dormant login — especially client footage and founder clone references. We are not your backup service. If you request account deletion, uploaded media and custom avatars are included in that request; already-downloaded videos on your disk are unaffected. Agencies should pull client files out before they cancel a seat, not after the strategist has lost access.
#Your Videos & Data
15.Can I delete my account and all data, not just cancel billing?
Yes — deletion is a separate, stronger request than cancel. Cancel stops renewals; deletion asks us to remove personal data and workspace content subject to legal retention (invoices, fraud records). Custom avatars built from a consent recording should be included if you want the likeness gone from future generations. Deletion is not instant in every system we hold copies in, and it is not reversible. Download first. If you only want to stop paying, cancel and leave the workspace idle; if you want the data gone, say so explicitly in support.
#Your Videos & Data#Cancelling
05
Downgrades
16.Is a downgrade better than cancelling if I just need less capacity?
Often yes. Downgrades take effect at the end of the current cycle, so you keep what you paid for until then, then land on a smaller allowance. You lose gated features of the higher tier — 4K, cloning, extra seats — on the new cycle, and rollover above the new tier’s carry limit is not preserved. That is still cheaper than cancelling, wiping the cadence, and resubscribing in six weeks. Cancel when you are done for a season; downgrade when the product still fits and the volume does not. Compare the actual tiers on /pricing before you pick.
#Downgrades
17.When I downgrade, do I get a partial refund of the higher tier?
No. You already received the higher tier for the days you paid; the lower price starts on the next cycle. We do not prorate cash back on a voluntary downgrade. Upgrades charge a prorated delta because you are receiving more immediately; downgrades wait so we are not clawing features mid-campaign and then mailing a remainder. If cash-back is the only outcome you will accept, you are asking for a refund, not a downgrade, and the refund answer is the ungenerous one above. Time the downgrade to a cycle boundary if the next invoice is the problem.
#Downgrades#Refund Eligibility
18.What happens to custom avatars and 4K files if I downgrade?
Videos already rendered in 4K remain yours and downloadable. New 4K exports stop if 4K is not on the destination tier. Custom clones may become unusable for new generations if cloning is gated above your new plan — the likeness is not donated to the public library, but you also should not assume you can keep producing with it for free. Download every 4K master and every clone-based ad before the downgrade date. If the clone is load-bearing for the brand, staying on the tier that includes cloning is cheaper than rebuilding a cast in three months.
#Downgrades#Your Videos & Data
19.Can I pause instead of cancelling or downgrading?
Pause is not a universal button. Some billing routes show it; many do not. If you do not see pause, the practical equivalent is to ride out the cycle, cancel, and resubscribe when you need capacity — workspace and exported videos remain, unused credits generally do not travel across the gap. We will not promise a pause you cannot see in the panel. Seasonal brands do this cancel-and-return pattern routinely. If you need a documented pause for procurement reasons, ask support before the renewal, in writing, and treat anything they confirm as the policy for your account only.
#Downgrades#Cancelling
06
Payment Issues
20.What if my card fails at renewal?
The processor retries, and access can lapse if the charge never clears. Update the card in billing as soon as you see a failure mail; waiting out several retries is how people lose a render window mid-campaign. Failed payment is not a free month and not an automatic cancel you can later dispute as unauthorised. If you intended to leave, cancel before the renewal instead of letting the card fail as a strategy — failure is messy for both sides and can look like non-payment rather than a clean exit. Details on retry windows are operational and can change; the billing panel is source of truth.
#Payment Issues
21.I was charged twice in one day. What now?
Duplicate authorisations happen: a double-click, a retry that later settles, a network timeout that looked like a failure. Do not dispute both charges on day one. Write to support with both receipt IDs; one of them is often a hold that drops. If both settle, that is a refund-eligible billing error, not “unused credits.” Keep using the account while it is sorted so we can see the workspace against the receipts. Chargebacks on a double-charge you have not asked us to reverse first usually take longer than a support credit and can interrupt the payment method for future renewals.
#Payment Issues#Disputes
22.Can I change the payment method to stop a renewal I no longer want?
Removing a card is not a cancel. If a subscription is active, the correct action is cancel in billing so the renewal flag is off. Swapping cards, deleting cards or blocking the merchant at the bank while the subscription is live produces failed-payment loops, dunning mail and, if you later dispute, a weaker case. Want it to end? Cancel, keep the confirmation, then remove the card. Want it to continue on a new card? Update the method and confirm the next-charge date. Mixing those two intents is the most common self-inflicted billing problem we see.
#Payment Issues#Cancelling
07
Disputes
23.How do I raise a billing dispute with Klip Kanvas?
Start with support, not the card network: account email, invoice or receipt ID, timestamp, and what you think should have happened. Most disputes that are actually errors — duplicate charge, billed after cancel, tax ID missing on an invoice — resolve there. Include the cancel confirmation if the issue is a renewal. We cannot usefully investigate “I do not like the ads” as a dispute. If you are an agency, the workspace owner has to file it; a client who never held the subscription cannot. Response times vary with queue; incomplete tickets bounce.
#Disputes
24.What happens if I file a chargeback with my bank?
The card network opens a case, the charge is often held, and we have to respond with logs: sign-up, IP, invoices, usage. Chargebacks are the right tool for true fraud — a card you never used, an account you never created. They are a poor tool for “I forgot to cancel” or “I used the credits and want my month back,” and they can delay a goodwill outcome that support would have granted. While a chargeback is open, we may suspend the workspace associated with that payment. Talk to us first unless you genuinely do not recognise the merchant.
#Disputes#Payment Issues
25.Will a dispute get my unused credits paid out in cash?
Almost never. Unused credits are not a stored-value balance we are holding in escrow for you. A successful dispute, when it happens, is about a specific charge that should not have been taken — duplicate, unauthorised, billed after cancel — not about converting a credit ledger into a wire. Asking for both a chargeback and continued access to the same credits is how cases get denied. If the number on the invoice is wrong, we correct the invoice. If you simply did not render enough, that is usage, and the ungenerous refund rule applies.
#Disputes#Credits After Cancelling
26.Where are the legally binding refund terms?
On the terms and on /pricing, not in this FAQ. This article is an honest summary of how the product usually behaves: cancel anytime, access through the paid period, unused credits generally not refunded, billing errors corrected, performance of ads not guaranteed. If this page and the terms ever disagree, the terms win. We hedge on purpose because processors, tax rules and statutory rights differ by country and change. Screenshot your plan, your cancel confirmation and your invoices. Those three files resolve more arguments than any paragraph of help-centre prose.
#Disputes#Refund Eligibility
Ready to put this into practice?
Create your first AI UGC video ad in minutes — no filming, no actors, no editing.
