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Refund policy

Last updated: 2026-10-10

Creaton is prepaid through a wallet, so most of what you pay stays yours until you use it. This page explains exactly when money comes back automatically and when you can ask for it.

Automatic refunds to the wallet

  • Failed or cancelled video renders — the full amount held for the render returns to the wallet automatically.
  • Shorter videos — if a finished video is shorter than its preview said, the difference returns to the wallet automatically.
  • Payments that did not complete — if a gateway did not confirm a payment, nothing is credited and nothing should have been taken. If your bank shows a charge for it, write to us with the receipt number and we will reconcile it with the gateway.

Unused wallet balance

You can ask for unused wallet balance to be refunded to the original payment method within 90 days of the top-up. We return the amount still in the wallet, minus any gateway or transfer fee that the gateway does not return to us. Balance that came from promotions or free credit is not refundable. After 90 days, unused balance stays in the wallet for you to spend.

Subscriptions

  • A month starts the moment it is paid and is not refunded once started, in whole or in part.
  • You can switch off automatic renewal at any time; no further month is taken and the studio stays open until the end of the month already paid.
  • If a renewal was taken by mistake — for example you had already asked us to close the account — write within 7 days and we return it to the wallet.

Video exports

A video that rendered successfully has used real computing time and is not refundable, including when the same project is rendered again. If a render finished but the output is broken because of a fault on our side, write to us within 7 days and we will re-render it free of charge or return the charge to the wallet.

Manual transfers (InstaPay, mobile wallets)

A transfer is credited after we match it to your receipt. If we cannot confirm a transfer, we tell you why. Transfers sent to the wrong number or address cannot be recovered by us.

Chargebacks

Please contact us before opening a dispute with your bank or PayPal — we can usually solve it faster. Opening a chargeback on a payment that was delivered may lead to the account being suspended while it is resolved.

How to ask

Write to [email protected] from the email or phone number on your account, with the receipt number (it starts with CRT-). We answer within 3 working days; approved refunds reach the original method within the time the gateway needs, usually 5–14 days.