Refund policy

Last updated October 23, 2026

We want your Turnly video to be worth posting. Here is exactly how refunds work.

Failed videos

Credits are taken when a video starts. If it fails to generate, they go back to your balance automatically and you can try again right away.

Not happy with your first paid video

If you're not happy with the first video you made with paid credits, email support@turnphotointovideo.com within 7 days of the payment and we'll refund that payment in full. You don't need to explain why, although we'd love to know. After a refund the credits from that payment are removed from your balance. If any were already spent, your balance may be negative and future credits first cover that negative balance. Contact support if you need help using the remaining balance. Also, a video bought on its own ("buy just this video") is no longer available.

Subscriptions

You can cancel any time from My videos; the subscription then ends at the end of the period you paid for, and the credits you already received stay yours. If you didn't mean to renew and haven't used the credits from the renewal, email us within 7 days of the renewal for a refund of it.

Gifts

A gift link nobody has claimed can be taken back from My videos, and its credits return to you. A pack bought as a gift can be refunded within 7 days if its link hasn't been claimed.

How to request a refund

Open My videos and select Request a refund, or email support@turnphotointovideo.com. Include your order ID or payment receipt and the email used at checkout so we can find the payment. You can tell us what went wrong, but you do not need to explain a request under our first-paid-video 7-day promise. A request is reviewed before a payment refund is issued.

Incorrect or duplicate charges

If you were charged twice, the amount is wrong, or you do not recognize a charge from Waffo Pancake, contact us with the date and receipt or order ID. We will check the payment record and help correct any billing error. Canceling a subscription stops future renewal; it does not by itself refund a payment already made.

Payment disputes and your rights

For the quickest help with a billing or delivery issue, please contact us before starting a payment dispute. You still have the right to contact your bank or payment provider. Nothing in this policy limits consumer rights you have under applicable law.

How refunds are paid

Refunds go back to the original payment method through our Merchant of Record, Waffo Pancake. Depending on your bank they usually appear within 5 to 10 business days.

Misuse

Videos that break our terms (for example, photos of minors or of people who did not agree) are not generated, and accounts that keep trying may be closed.