Refund Policy

Overview

RouteFilm.ai sells digital deliverables — AI-generated cinematic travel posters, illustrated route maps, and travel guides. These are produced on demand using paid third-party AI services (PoYo, fal.ai, OpenAI, DeepSeek) whose cost we incur the moment your unlock or subscription kicks off generation. As a result, digital deliverables are generally non-refundable once successfully generated.

This policy explains exactly when refunds are and aren't available, so you know what to expect before you pay.

Before You Pay: How to Avoid Buyer's Remorse

You can preview the free version of any poster before unlocking the paid HD version:

• Free 1K watermarked poster generation is unlimited subject to daily quota
• You can regenerate concepts multiple times with the same trip input
• You can choose from 16 narrative-mode visual styles
• Subscription users (Plus / Pro) can browse all features at higher resolution

We strongly encourage you to try the free tier and confirm the output meets your taste before purchasing an unlock or subscription.

Non-Refundable Cases

The following do NOT qualify for refunds:

1. Successfully generated and delivered HD deliverables — once your unlock or subscription has produced a 2K/4K poster + route map + guide visible in your account ("My Works"), the digital goods are considered delivered.
2. Subjective dissatisfaction with AI output — AI-generated artwork is by nature interpretive. We cannot guarantee a specific visual outcome. Differences in style, color, landmark recognition, or composition that fall within normal AI variance are not grounds for refund. (Mitigation: regenerate with a different narrative mode, or refine your trip prompt.)
3. Used subscription period — once a Plus / Pro billing cycle has begun and any deliverable has been generated under it, the cycle is non-refundable. Future cycles can be cancelled (see Cancellation).
4. Free quota exhaustion — running out of free daily quota does not entitle you to a refund of any subsequent unlock or subscription you choose to purchase.
5. Account suspension due to Terms violations — refunds are not granted to accounts terminated for fraud, abuse, content-policy violations, or chargeback misuse.

Eligible Refund Cases

We will refund (or, where appropriate, regenerate at no extra cost) in these cases:

1. Generation failure with no usable output — if your unlock or subscription billing succeeded but our system failed to produce a viewable poster (e.g., persistent backend error, all retries failed, asset stuck in failed state with no recovered output) within 24 hours, you are entitled to either:
   • A free regeneration, or
   • A full refund of that charge.
2. Accidental duplicate purchase — if you were charged twice for the same trip unlock or accidentally signed up for the same subscription twice on the same day, the duplicate charge is refundable.
3. Unauthorized charge — if a charge appears on your card that you did not authorize and is not the result of a family member or co-located device using your account, contact us and your card issuer immediately.
4. Service materially fails to match the public description — if a feature we explicitly advertised on the marketing site is unavailable when you pay, you are entitled to a refund for the affected purchase.
5. Local consumer protection laws — if your jurisdiction (e.g., EU under Distance Selling Regulations) grants statutory refund rights that supersede this policy, those rights apply. Note that EU Distance Selling explicitly excludes digital content the consumer has begun downloading or using with prior express consent — by clicking "Unlock" you give that consent and waive the 14-day cooling-off period.

How to Request a Refund

1. Email: [email protected]
2. Include:
   • The email address associated with your account
   • The order ID or trip name
   • A short description of what went wrong
   • For "generation failure" claims: a screenshot or asset ID showing the failed state
3. Timing: Refund requests must be submitted within 7 days of the charge date (or within the statutory period if your local law mandates longer).
4. Response time: We respond within 3 business days.

Refund Processing

• Approved refunds are issued through our payment processor Creem back to the original payment method.
• Bank/card processing typically takes 5–10 business days to reflect on your statement, depending on your bank.
• Refunds in currencies other than USD may show small differences due to FX rate at refund time vs. purchase time.

Chargebacks

If you believe a charge is incorrect, please email us first at [email protected]. We can usually resolve issues faster than your bank.

Filing a chargeback without first contacting us — especially when the deliverable was successfully generated and visible in your account — may result in:

• Loss of access to your account
• Block from future purchases
• Reporting of disputed amounts to fraud-prevention networks

Cancellation (Plus / Pro Subscriptions)

You may cancel a Plus or Pro subscription at any time from your account settings. Cancellation:

• Takes effect at the end of the current paid billing period
• Does not refund the current period (per the non-refundable case 3 above)
• Stops all future charges

You retain access to subscription-level features (HD generation, no watermark, higher quotas) until the period ends.

Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be announced at least 7 days before they take effect. Charges made before a change are governed by the policy in effect on the charge date.

Contact

Questions or refund requests:

Email: [email protected]