Scriptly Refund Policy
Last updated: July 5, 2026
This is the refund policy for Scriptly (scriptlyai.app), operated by Boby AI Yazılım A.Ş., registered in Istanbul, Türkiye. It works together with our Terms of Service and Privacy Policy.
The short version: when a generation fails, your credits come back automatically. You don't file a ticket, you don't argue with support, you don't wait. The refund is applied by the same system that detected the failure, and it shows up in your credit history right away.
How credits work
Scriptly charges for generations in credits (1 credit = $0.10 at the base pack rate). What each generation costs in credits comes from a fixed price map on our servers — the same credit price for every user — and every charge and refund is recorded in an append-only credit ledger. Credits come from three places:
- Subscription credits — granted monthly with your plan.
- Pack credits — one-time top-up purchases.
- Free daily credits — 6 draft credits each day, plus a one-time 20-credit bonus on your first day.
Which bucket a credit came from matters for expiry (see Credit lifetime rules below), but not for refunds: a failed generation refunds its full credit price no matter how the credits were acquired.
Automatic refunds for failed generations
Every generation on Scriptly runs inside a failure envelope: if it doesn't complete, the failure is classified with a specific code, and each code carries a fixed, automatic refund. There is no discretionary review and no ticket to open — the refund is part of the failure itself.
| What happened | Failure code | Refund |
|---|---|---|
| An authorization or permission problem stopped the job | auth | 100% of credits, automatic |
| The AI provider behind the generation returned an error | provider_error | 100% of credits, automatic |
| The generation ran too long and was stopped | timeout | 100% of credits, automatic |
| Something broke inside Scriptly | internal | 100% of credits, automatic |
| Your video failed to render | render_failed | 100% of credits, automatic |
| The generation was blocked by a safety system | safety_blocked | 100% of credits, automatic — see below |
When a failure happens, the failure card in your project shows the code, and the refunded credits are already back in your balance. If you ever contact support about a failed generation, the failure code on the event is all we need to find it.
Safety blocks: refunded, but counted
If a generation is blocked by a safety system (safety_blocked), you get 100% of your credits back automatically — you paid for a deliverable, and you didn't get one.
A safety block also counts as a strike on your account, as described in our Terms of Service. Three strikes within 30 days trigger a human review of the account before further paid generations; the review can clear the account or close it. The refund and the strike are independent: being refunded doesn't erase the strike, and the strike doesn't reduce the refund.
Degraded results: automatic partial refunds
Sometimes a generation completes, but below the quality you paid for. Today there is one such case:
- Storyboard grid degraded from 4K to 1K: the 3×3 storyboard grid costs 8 credits. If it can only be delivered at 1K instead of 4K, you automatically get 3 of the 8 credits back, and the degradation card on the result shows the refund — you'll see exactly what you got and exactly what you were charged.
You keep the degraded output and the partial refund. If you'd rather have nothing than a degraded result, you can simply re-run the generation.
Interrupted video operations: resumed, never double-charged
Premium video generations are long-running operations. If our connection to the video provider is interrupted while your clip is generating (for example, a polling timeout), we resume the operation you already paid for and never charge that operation twice. (Asking for a new take of a clip is a new generation and is billed at the normal price.)
Credit lifetime rules
We think credit expiry games are the worst thing about this product category, so our rules are deliberately simple and deliberately in your favor:
- Pack credits never expire. Not in 24 hours, not at the end of the month, not ever. A pack you buy today is still spendable next year.
- Subscription credits roll over. Unused monthly credits carry into the next month. Rollover is capped at one month — your balance can hold up to 2× your monthly allotment of subscription credits, and credits above that cap expire at renewal.
- Free credits refresh daily. Each new day's credits replace whatever is left of yesterday's (use-it-or-lose-it), and free credits don't include premium (Veo) video generation. Purchased credits are never touched by the daily refresh.
- Refunded credits never re-expire. Credits returned by an automatic refund go into the never-expiring bucket, even if they were originally subscription credits. A failure will never cost you a credit's lifetime.
Cash refunds and subscription cancellations
Everything above is about credit refunds, which are automatic. Cash refunds — money back to your card — and subscription cancellations work like this:
- Purchases are processed by Paddle (paddle.com) acting as merchant of record. Paddle is the seller of record for your transaction, and Paddle's buyer terms apply to it. Your receipt comes from Paddle.
- To request a cash refund of unspent credits, email [email protected] — we aim for a median first response under 24 hours. Because Paddle is the merchant of record, Paddle's buyer terms govern whether and how a cash refund is issued.
- To cancel a subscription, use the cancellation link in any Paddle receipt email, or email [email protected]. A cancellation request received before your renewal date stops that renewal; if a renewal charge goes through while your emailed request is still in our inbox, we will reverse it.
- Cancelling stops future renewal charges, not the period you already paid for. You keep access, and your remaining subscription credits stay usable, through the end of your current billing period. Pack credits are unaffected by cancellation — they never expire. After that final paid period ends, any remaining subscription credits expire following a short grace window; pack credits (and any credits refunded to you for failed generations) are yours forever.
- Free daily credits are free, so they have no cash value and can't be refunded for cash.
7-day money-back guarantee on new subscriptions
Separate from — and on top of — everything above: the first payment of a new subscription carries a 7-day money-back guarantee. If Scriptly isn't for you, email [email protected] within 7 days of that first charge and we refund it in full — no questions, no forms. The guarantee covers the first charge of each new subscription; later renewals are covered by the cancellation rules above.
If a charge looks wrong to you — a double charge, a purchase that never granted credits, anything — email [email protected] before disputing it with your bank. Every grant, charge, and refund is in the ledger, so these are quick to trace and put right.
Questions
Email [email protected] — a human (the founder) reads every message, and we aim for a median first response under 24 hours.
Related pages: Terms of Service · Privacy Policy