Refunds and credit recovery
The short version
What happened | What we do |
Dub failed for a technical reason on our side | Credits restored after manual review |
Dub finished but you're unhappy with the quality | No automatic refund — see options below |
You used lip-sync and don't like the result | No automatic refund |
You cancelled mid-cycle | Access continues until end of cycle, no money refunded |
You downgraded mid-cycle | New plan applies next cycle, no money refunded |
One-time credits you bought are unused | Generally non-refundable |
Subscription was charged in error | Refundable if technical error. Forgot cancellation is NO reason |
When credits are restored
We restore credits when a dub failed for a reason on our side. That includes:
A pipeline error during transcription, translation, voice synthesis, or lip-sync.
A platform incident. What's not covered:
The source video had no audio track, was silent, was corrupted or was in an unsupported format. Prevention: see Do's and don'ts for your source video and Supported video and audio formats.
The translation reads correctly but you'd phrase it differently. Solution: edit translations before regeneration — see Improve your translation quality.
Lip-sync ran successfully but you don't like the visual result.
How to request credit recovery
Email hello@dubly.ai with:
The dub title (or a link to the dub).
A short description of what failed — error message, missing output, incorrect language, etc.
The target language(s) affected.
For lip-sync issues: a screenshot or screen recording showing the problem. We aim to respond within one business day. If we agree it's a technical failure on our side, the credits go back to your balance immediately.
Subscription refunds
Mid-cycle cancellation: You keep access to your plan and remaining minutes until the end of the current billing period. The amount you've already paid is not refunded — see Cancellation policy. Mid-cycle downgrade: Your current plan stays active until the end of the cycle. The lower plan kicks in at the next renewal. The difference between plans is not refunded — see Change or upgrade your plan. Mid-cycle upgrade: The new plan takes effect immediately. You will be charged the full amount of the new plan upfront to give you instant access to all included credits. The unused portion of your previous plan is not refunded separately, but factored into the transition. Charged in error: If you were billed by mistake — duplicate charge, charge after cancellation, charge to the wrong card — contact us and we'll refund through your original payment method. EU customers retain all rights under consumer-protection law regardless of these defaults.
Lip-sync specifically
Lip-sync credits aren't refunded automatically if you decide not to use the result. The reason: every lip-sync run consumes external AI capacity that we pay for whether you keep the output or not. We build in a first lip-sync run per dub free so you can test before committing on longer videos. Use it. See When should you turn on lip-sync? and Lip-sync limitations and workarounds.
Enterprise contracts
Enterprise agreements may override these defaults — refund terms, SLAs, and credit-recovery clauses are negotiated case by case. Check your MSA or contact your account manager.