Refunds & Cancellation
This policy applies to subscriptions to IntactShot, operated by Fatih Sancar, an individual based in Türkiye, and to the one-time Single video pack. The pack is a single payment that never renews, so there is nothing to cancel; for refunds it is treated like one paid period — refunded in full within 14 days if none of its credits were used.
The charge on your statement
Payments are taken by our Merchant of Record, Dodo Payments, so the line on your card or bank statement shows DODOPAY_INTACTSHOT rather than ours on its own. Some banks print it with different capitalisation or spacing. If you are looking at a charge you do not recognise, that is nearly always the explanation. Your original receipt email from Dodo Payments names the product and links to the order.
If it still does not look right, support@intactshot.com will get you an answer faster than your bank will — we can find the order and refund it directly, whereas a card dispute takes weeks and locks the payment while it runs.
Cancelling your subscription
Your subscription renews automatically — monthly plans every month, yearly plans every year, at the plan’s price — until you cancel. The next charge date is shown on the Billing page in the app.
You can cancel at any time, without giving a reason. Open the Billing page and press “Manage subscription” — the Dodo Payments customer portal cancels it in one click. There is no commitment and no exit fee.
Cancellation takes effect at the end of the period: you keep using the Service and spending your remaining credits until the period you have paid for runs out. You are not charged again. Cancelling does not on its own refund the period you are in — for that, see below.
Your statutory right of withdrawal
If you are a consumer in the EU or UK you normally have 14 days to withdraw from a distance contract, and there is an equivalent right in Türkiye. For digital services that start immediately the law provides an exception, and this is how it applies here:
- When you subscribe, you expressly ask us to start straight away and acknowledge that you lose the withdrawal right once we have — the credits land on your account immediately and can be spent at once. This is Article 16(m) of Directive 2011/83/EU, regulation 37 of the UK Consumer Contracts Regulations 2013, and Article 15(1)(ğ) of the Turkish Distance Contracts Regulation.
- So the right is only lost to the extent you have actually used the Service. If you have spent none of the period’s credits, we refund you in full within 14 days, no reason needed — that is the first case below, and it is deliberately more generous than the exception requires.
Nothing here removes a mandatory consumer right you have under the law of your own country, and none of it affects your right to a remedy if the Service is faulty.
When we refund
Because payments are taken by our Merchant of Record, Dodo Payments, refund requests go through Dodo Payments too. We honour refund requests in these cases:
- Unused period: within 14 days of payment, if none of that period’s credits have been used, we refund the full amount.
- Technical failure: if a fault on our side stopped you using the Service, we refund the affected period pro rata.
- Accidental double payment: refunded in full, no questions asked.
A failed render costs you nothing
Worth stating on its own, because it removes the most common reason anyone would want their money back: credits are returned automatically when a render fails on our side. Credits are deducted the moment you press Generate, but if the job then fails, the deduction is reversed by the system without you having to ask, and the balance is back on your account. You are only ever charged for video you actually received.
The one thing to know: generating again is a new job and costs credits again. A failed attempt is refunded; a second, successful attempt is not.
When we do not refund
- Credits already spent. Every generated video creates an unrecoverable compute cost on our side, so a period whose credits have been used is not refundable — this is the withdrawal exception described above, applied to the part of the Service you have already had.
- Not liking the output. Dissatisfaction with AI output is not on its own grounds for a refund. If the results aren’t working for you, write to us and we will go through the settings together.
- Accounts closed for breaching the Terms of Service.
- Unused credits. Credits reset each period and do not roll over; there is no cash refund for credits you did not spend.
How to request one
Email support@intactshot.com with your account email and the payment date. We resolve requests within 3 business days by requesting the refund through Dodo Payments. Once approved, refunds are issued to the card you paid with; depending on your bank it can take 5–10 business days to appear.
You can also contact Dodo Payments directly, at support@dodopayments.com or through their customer portal. As the Merchant of Record, Dodo Payments decides refunds at its own discretion, case by case — see their buyer terms, which also apply to the purchase. That is exactly why we recommend writing to us first: the cases under “When we refund” above are our own commitment to you, and we request them on your behalf rather than leaving the outcome to a case-by-case review.
Please come to us before disputing the charge with your bank. A chargeback takes weeks, freezes the account while it runs, and every case above is one we can settle in a few days by email. If the problem is simply that you do not recognise the charge on your statement, one email will clear it up.