Refund Policy

Last updated: March 26, 2026

This Agreement ("Agreement") is made effective by and between TrueMoments ("Company"), and the purchaser of the digital product (hereafter "Client"), for the purpose of Client purchasing credits or a subscription from the Company. Client agrees to the terms and conditions below by creating an account, checking the acceptance box during sign up, or by submitting payment.

1. Digital Product Usage

After purchasing credits or a subscription, Client is given immediate access to the TrueMoments animation service. Client may upload photos and generate AI-animated videos using their available credits. The Company grants Client one (1) non-exclusive, non-transferable, non-sublicensable license to use the Service.

Client may not share account access with third parties. The Company reserves the right to terminate access if account sharing or any unauthorized use is detected.

2. Fees and Payment Processing

Client agrees to pay the fees indicated on the pricing page at truemoments.io/pricing. Payments are processed securely through Stripe. TrueMoments offers three billing types: one-time credit packs, monthly subscriptions, and yearly subscriptions. All prices are in USD. Applicable sales tax may apply depending on your location.

If a payment method is declined, Client must provide a new eligible payment method to continue using the Service. The Company reserves the right to collect any outstanding receivables.

One-time credits never expire and remain in the account until used. Subscription credits reset at the start of each billing period — unused subscription credits do not roll over to the next period.

3. Refund Policy

3.1 AI Processing Costs — Why Refunds Are Limited

Each animation generated through TrueMoments requires significant GPU processing time through our upstream AI providers. These costs are incurred immediately upon generation and are non-recoverable — our upstream providers do not offer refunds for GPU processing time used to create AI videos. Issuing refunds after animations have been generated would be a direct financial loss for the Company. By signing up and using the Service, Client acknowledges and agrees to this limitation.

3.2 No Refunds for Accounts With Generated Animations

Once any animation has been generated on Client's account, no refund will be issued — regardless of purchase type (one-time, monthly, or yearly). This applies even if only one credit has been used. The high cost of AI video generation makes refunds commercially unviable after usage.

3.3 Refunds for Unused Accounts Only

If Client has purchased a plan and has not generated any animations, Client may request a full refund within 7 days of the charge date. After 7 days, no refund will be issued regardless of usage status.

3.4 Non-Refundable Circumstances

Refunds will not be issued for:

• Accounts that have generated any animations (even one)
• Forgetting to cancel a subscription before renewal
• Non-usage of the service after purchase (if beyond 7 days)
• Dissatisfaction with animation results or style preferences (AI-generated content varies by nature)
• Unused credits on active or expired subscriptions
• Personal change of mind after purchase

3.5 Refundable Circumstances

Refunds or credit restoration may be issued for:

• Proven technical errors caused by the Company that prevented the Service from functioning
• Billing errors attributable to the Company's system
• Accounts with zero animations generated, within 7 days of the charge date

3.6 One-Time Credit Packs

One-time credit purchases are final once any credits have been used to generate animations. If no credits have been used, a full refund may be requested within 7 days of the purchase date by contacting support@truemoments.io.

3.7 Subscription Cancellation

Client can cancel their subscription at any time through their account settings or by contacting us. Cancellation takes effect at the end of the current billing period — Client will not be charged again. Remaining credits stay available until the period ends. Unused subscription credits are not refundable, and cancellation does not entitle Client to a refund for the current billing period.

4. Technical Failures and Credit Restoration

If a credit was consumed but the animation failed due to a confirmed technical error on the Company's end — such as a server failure or AI processing error — the Company will restore the credit to Client's account. This is a credit restoration, not a monetary refund.

Credit restoration does not apply where the failure was caused by content moderation blocking an inappropriate upload, an unsupported image format, or any issue attributable to Client's submitted content.

5. Content Moderation

Photos uploaded to TrueMoments are automatically scanned for inappropriate content (NSFW) before any processing begins. If a photo is blocked by our content moderation system, no credit is consumed and no charge is applied. No refund is applicable in this scenario.

Repeated submission of content that violates our Terms and Conditions may result in permanent account suspension without refund of remaining credits.

6. Chargebacks and Disputes

The Company strongly encourages Client to contact support@truemoments.io before initiating a chargeback with their bank or credit card company. Most billing concerns can be resolved quickly and directly.

TrueMoments takes fraudulent chargeback claims seriously. The Company will provide evidence of account activity, animation generation logs, and service usage records to dispute unwarranted chargebacks with the relevant financial institution.

Accounts associated with fraudulent or abusive chargebacks may be permanently suspended, and the Company reserves the right to pursue further legal remedies. Repeated abuse of the refund or dispute process may result in account termination without further notice.

7. How to Request a Refund

Refund requests (for unused accounts within 7 days of purchase only) must be submitted by email to support@truemoments.io and must include:

• The email address associated with your TrueMoments account
• The date of purchase
• A clear explanation of the reason for the refund request
• Evidence supporting the claim, if applicable (e.g. Stripe receipt, error screenshots)

The Company reserves the right to review and deny refund requests that do not comply with this policy. We aim to respond to all requests within 3 business days. Approved refunds are processed through Stripe and typically appear on the original payment method within 5–10 business days.

8. Personal Information

By purchasing, Client provides personal information including name, email address, and payment details. Client agrees to allow the Company access to this information for lawful purposes directly related to providing the Service.

Payment data is processed and stored securely by Stripe — TrueMoments does not store credit card or payment card details. Client is responsible for ensuring the accuracy of the information they provide. For full details on how we handle personal data, please review our Privacy Policy.

9. Warranties and Liability

The Company makes every effort to ensure the Service functions properly. However, the Company provides no warranties as to the specific quality, style, or outcome of AI-generated animations, whether express, implied, or statutory, including without limitation any warranties of merchantability or fitness for a particular purpose.

AI-generated content varies by nature and results will differ based on the input photo, lighting, composition, and other factors. Client agrees to take full responsibility for their expectations regarding the Service.

Client agrees to indemnify the Company against all liabilities, claims, demands, expenses, actions, costs, damages, or losses arising out of Client's breach of these terms or misuse of the Service. The Company shall not be liable for any consequential, indirect, special, or exemplary damages, including but not limited to damages for loss of profits, loss of data, or loss of business opportunity.

10. Force Majeure

If performance of the Service is prevented or delayed by circumstances beyond reasonable control — including but not limited to earthquake, fire, flood, strikes, riot, war, terrorism, pandemic, infrastructure failure, or third-party service outages (including AI provider downtime or Stripe outages) — the affected party shall be excused from performance obligations upon prompt written notice to the other party. This does not affect Client's right to cancel a subscription going forward.

11. Guarantees

The Company does not guarantee specific results from animations. AI-generated content varies based on input photo quality, composition, facial features, lighting, and other factors outside the Company's control. Client agrees to take responsibility for their expectations regarding the Service and acknowledges that all AI-generated outputs are inherently variable.

12. Entire Agreement

This Agreement, together with TrueMoments's Terms and Conditions and Privacy Policy, incorporates the entire understanding of the parties and supersedes any prior written or oral agreements relating to the subject matter herein. Any modifications to this Agreement must be made in writing and published on this page.

13. Transfer

This Agreement and the rights and obligations it creates cannot be transferred or assigned to any third party without the prior written consent of TrueMoments. Any attempted transfer without such consent shall be void.

14. Changes to This Policy

The Company may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date at the top. Your continued use of TrueMoments after any changes are posted constitutes your acceptance of the revised policy.

15. Contact Us

For any questions about this Refund Policy or to submit a refund request, please contact:

TrueMoments
support@truemoments.io

We aim to respond to all enquiries within 3 business days.