The short version. First-time subscribers get a 14-day money-back guarantee — provided you have used no more than 10% of your plan's monthly video allowance. Top-up packs are non-refundable once any videos in them have been generated. Annual plans are pro-rated after the first 14 days. Email hello@quakly.ai to request any refund — humans read every message.
1. 14-day money-back guarantee
If you are a first-time paid subscriber to any Quakly plan (Duckling, Mallard, or Whole Flock) and you're not happy with the Service within 14 days of your first charge, we will refund your subscription fee in full — as long as you have used no more than 10% of your plan's monthly video allowance. Generative rendering is expensive on our end, so past that threshold we consider the plan already delivered.
2. The 10% usage rule
Your plan's allowance is the number of videos you can generate per billing cycle. We cap refund eligibility at 10% of that allowance. Concretely:
- Duckling — 4 videos / mo · refund eligible if you have generated 1 or fewer videos.
- Mallard — 55 videos / mo · refund eligible if you have generated 5 or fewer videos.
- Whole Flock — 3,000 videos / mo · refund eligible if you have generated 300 or fewer videos.
Videos count at the moment rendering finishes — failed jobs and previews do not count. If you are unsure where you stand, your exact usage is visible in the account settings under Plan & billing → Usage.
3. What is eligible
- Your first paid subscription on a given account, within 14 days of the initial charge, meeting the 10% usage cap above.
- Annual plans within the first 14 days and under the 10% cap — full refund. After 14 days we pro-rate: you get back the unused full-month periods, minus any months already consumed at the equivalent monthly price.
- Billing errors, duplicate charges, or charges made after a confirmed cancellation — always refunded, regardless of the 14-day window and usage cap.
4. What is not eligible
- Subscriptions where you have used more than 10% of the plan's monthly video allowance at the time of the request — the work has already been done on our side.
- Second or later subscriptions on the same account (we already refunded you once — after that, the plan should be a known quantity).
- Top-up packs where one or more videos from the pack have already been generated. Unused, untouched top-up packs can be refunded on a case-by-case basis within 14 days of purchase.
- Subscriptions terminated by us for a material breach of the Terms & Conditions (e.g. impersonation, unlawful content, platform-policy violations).
- Downgrades mid-cycle — we credit the unused balance to your next invoice rather than refund it in cash.
5. How to request a refund
- Email hello@quakly.ai from the address on your Quakly account.
- Use the subject line “Refund request”.
- Include: the email on your account, the plan you're on, the charge date (if known), and a short note on what went wrong. A screenshot helps.
We reply within one business day. Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank or card network.
6. Cancellation vs. refund
Cancelling stops your plan from renewing — you keep access until the end of the current period. A cancellation by itself is not a refund; if you want the remaining balance back, request a refund using the process above.
7. Chargebacks
If something looks wrong on your invoice, please email us first. Chargebacks and disputes filed without contacting us typically take much longer to resolve for everyone and may cause the account to be suspended pending the outcome. We'll fix legitimate issues faster than any card issuer can.
8. EU / UK consumer rights
Nothing in this Policy limits statutory rights you have as a consumer under applicable EU or UK law, including the 14-day right of withdrawal for distance contracts. Where those rights overlap with our 14-day guarantee, the broader right applies.
9. Changes
We may update this Policy. Material changes take effect 14 days after we email active subscribers or post an updated version with a new “Last updated” date. Changes do not affect refund requests you've already submitted.
10. Contact
Questions about a charge or a refund? Email hello@quakly.ai. A real person will reply.
This Refund Policy is a baseline tailored to Quakly Labs's current plans and top-up mechanics. Jurisdiction-specific consumer law may grant broader rights than those described above; those rights always apply to the extent required.