Refund Policy

Scenby sells video ads generated on demand. An ad generated successfully is digital content that has been delivered and consumed: it is not refundable. In return, IADEM commits to one simple rule: an ad that fails for a technical reason is always re-credited to you, automatically.

• Prices are in euros or US dollars according to the applicable catalogue, without VAT (French small-business VAT exemption, art. 293 B CGI).
• Money refunds are issued by Stripe to the original payment method within 5 to 10 business days.
• No cash refunds, manual transfers or refunds to another payment method.

Prompt and brief preparation is available without a subscription. The preparation animation and unlock card generate no media. Image and video generation requires an active subscription. Promotional credits have no monetary value and cannot be refunded, exchanged or transferred. Previously granted trial credits retain their original validity; they do not replace the subscription required to launch a new generation.

As soon as a generation fails for a technical reason — engine outage, processing error, timeout, provider refusal — the ad is re-credited automatically to your account within a minute, with nothing to do on your side. You are told through a notification in the studio.

The following are neither re-credited nor refunded:

• the creative result of a successful ad (style, rendering, AI choices) — it can be reworked with the included correction tools;
• content refused by moderation (content forbidden by the Acceptable Use Policy);
• a generation started by mistake, or with an unsuitable brief or visual.

If you believe a technical failure was not re-credited, write to contact@scenby.com with the ad identifier: we check and fix it within 2 business days.

• Right of withdrawal: the service is provided immediately after payment; by ticking the box at checkout you request this immediate performance and expressly waive your right of withdrawal (art. L. 221-28 13° French Consumer Code).
• Goodwill refund: if, within 14 days of the first payment, no ad has been consumed for the period, we refund in full on request.
• Cancellation: at any time from Settings → Subscription (Stripe portal). The subscription stays active until the end of the paid period; the current period is not refunded, even partially.
• Unused ads: they roll over for 60 days after the month they were granted, then expire. They are never converted into money.
• Plan changes: upgrades are billed pro rata; downgrades apply at the next renewal, with no refund of the difference.
• Yearly subscription: twelve-month commitment paid upfront; ads are released monthly; no refund of the remaining months beyond the 14-day goodwill window.

• A pack is valid for 90 days from purchase; ads unused at expiry lapse without refund.
• A pack from which no ad has been consumed is fully refundable within 14 days of purchase, on request.
• Once an ad from the pack has been consumed, the pack is no longer refundable, even partially.
• Packs belong to the account that bought them: no transfer, no conversion into money.

Write to us before disputing a payment with your bank: we answer within 2 business days and a dispute is almost always settled faster this way. A chargeback immediately suspends the account while the case is reviewed; ads matching the disputed payment are removed from the account.

In case of proven fraud (stolen payment method, multiple accounts to obtain trial ads, circumvention of the rules), IADEM may close the account without refund and hand the evidence to the authorities.

1. Send an e-mail to contact@scenby.com from your account address, subject "Refund".
2. State the payment date and amount (visible in Settings → Invoices) and the reason for the request.
3. We acknowledge within 2 business days and answer within 5 business days.
4. If accepted, Stripe returns the money to your payment method within 5 to 10 business days; the matching ads are removed from the account.

If our answer does not satisfy you, you may — after contacting us in writing — use a consumer mediator free of charge (art. L. 612-1 French Consumer Code).

Membership with a consumer mediator is in progress; the list of approved mediators is available at economie.gouv.fr/mediation-conso.

You may also use the European online dispute resolution platform: ec.europa.eu/consumers/odr. Failing agreement, French courts have jurisdiction.