Refund & Cancellation Policy

Overview

Dmix AI sells monthly and yearly plans and one-time credit packs. Whether you can get a refund depends on what you bought and how much of it you've used. Nothing in this policy limits any rights you have under consumer protection law in your province.

Cancelling a plan

• You can cancel at any time from Plan → Manage billing. No cancellation fee applies.
• When you cancel, your plan stays active until the end of the billing period you've already paid for. After that, it does not renew and your account moves to the Free plan.
• Your projects and films stay in your account after you cancel, subject to the Free plan's storage limits.
• Complimentary or promotional access can't be cancelled for a refund, because nothing was charged.

When you may request a refund

• You were charged twice for the same purchase, or charged after you cancelled.
• You were charged in error, or a technical fault on our side stopped you from using what you paid for, and we couldn't fix it within a reasonable time.
• You're asking within 14 days of your first payment for a plan and have used little or none of its credits.

What is usually non-refundable

• Credits you have already used. AI scenes and finished films are made for you on request, so used credits can't be returned.
• Partial billing periods after a plan renews, unless the law requires otherwise.
• Credit packs once any of their credits have been used.
• Fees charged by your bank or card issuer, such as currency conversion fees.

Automatic credit returns

If an AI scene or a film fails on our side, the credits for it are returned to your balance automatically. You don't need to ask. This is a credit return, not a payment refund.

How to request a refund

Email support@dmixapp.com from the email address on your account. Include the date of the charge, the amount, and why you're asking. We may ask for more details to confirm the purchase.

How approved refunds are paid

Approved refunds go back to the original payment method through our payment processor. Once we approve your refund, it usually reaches you within 5–10 business days, but your bank decides the exact timing. When a refund is approved, we may remove the credits that came with the purchase.

When we may refuse a refund

• The request falls outside this policy, or most of what you paid for has already been used.
• We see signs of fraud, abuse, repeated refund requests, or a breach of our Terms & Conditions.
• You've already opened a payment dispute with your bank for the same charge. In that case the dispute process decides the outcome.

Third-party services

Payments are handled by our payment processor. Their processing rules may affect how long a refund takes. Dmix AI does not sell services from other suppliers.

Contact us

Email support@dmixapp.com. Dmix AI is operated from Canada. We aim to reply within 3 business days.