Refund and QC Policy
Effective April 27, 2026
SceneLock separates subscription billing from quoted provider work. This policy explains what happens when a render fails or a subscription needs support.
Subscriptions
Pro and Studio subscriptions can be managed through the Stripe customer portal when billing is active. Cancellations stop renewal at the end of the current billing period unless Stripe or support indicates otherwise.
Subscription refunds are reviewed case by case for duplicate charges, checkout errors, or service access problems that prevent reasonable use of the paid plan.
Provider and render costs
Before generation, SceneLock shows an itemized USD quote for the expected provider operations. BYO provider charges happen on your provider account and are not charged by SceneLock.
The ledger records estimated costs, actual costs where available, failed operations, and refund events so a project can be reconciled after rendering.
QC failures
An output is treated as unusable when automated or manual QC confirms problems such as corrupt media, missing audio, blank video, severe caption desync, wrong aspect ratio, or failed storage delivery.
Unusable QC failures should create retry and refund records in the project ledger. Creative preference, weak performance, low engagement, or platform algorithm results are not automatic refund reasons.
Support review
If a render looks wrong, contact support with the project ID, render ID, and expected outcome. Support may request the ledger/export package to inspect quote, provider, artifact, and QC details.