Refund Policy

Last updated: 11 May 2026

Membership

SixteenCut membership is £3.99/month, cancel anytime. Membership fees are non-refundable once the billing period has started; cancelling stops future renewals but you keep access until the end of the period you have already paid for.

Credit packs — 14-day refund window

We offer a 14-day full refund on credit packs provided no credits from that pack have been used. Once any credit from a pack has been consumed, that pack becomes non-refundable.

How to request a refund

Refunds are processed by our reseller and Merchant of Record, Paddle. To request a refund:

Go to paddle.net and look up your order using the email address you paid with.
Open the order and click Request a refund.
You can also email us at support@sixteencut.com and we will help you through Paddle.

Consumed credits

Credits that have already been consumed on successful caption generations are non-refundable, except where the failure was caused by a technical fault on our side (for example, captions were charged but never delivered, or output was corrupted by a bug in our service). In those cases contact support@sixteencut.com and we will refund the affected credits or the underlying charge.

What happens to credits after a refund

Refunds are processed without removing previously delivered credits from your balance. We log the refund against the purchase for our records. Abuse of this policy (e.g. repeatedly requesting refunds after heavy use of the credits in a single pack) may result in account suspension under section 13 of our Terms.

Failed or duplicate charges

If you have been charged in error or charged twice for the same pack, contact support@sixteencut.com and we will work with Paddle to refund the duplicate transaction in full, outside the 14-day window where required by law.