Refund policy

We do not offer refunds, with one exception: if we fail to deliver your video, you get a full refund. Before you pay, you see what our AI understood about your product and exactly what your order includes, and after delivery you can ask for changes with AI edits.

You get a full refund of a video order — including any add-ons paid for that video, such as 4K or a longer length — if we fail to deliver it. That means:

• we cannot produce a working video file of the length and quality you paid for, after trying to fix the problem; or
• we decide not to make a video you have paid for, for any reason other than a breach of our Terms.

If something goes wrong during production, we will first try to fix it and deliver your video. If we can't, we refund you in full to the original payment method.

• A video that has been delivered — including when you'd prefer a different style or wording. Use AI edits to change it.
• AI credits, whether bought separately or included with an order or plan.
• Add-ons (4K, a longer length) once they have been applied to a project.
• Agency plan payments and automatic renewals, unused videos in a billing month, and partial months.
• Projects we refuse or stop because they break our Terms (for example, prohibited content).
• Delays: a video delivered later than you hoped is still delivered.

Cancelling an agency plan stops the next renewal. Your plan stays active until the end of the month you've already paid for, and that month is not refunded. Unused videos expire at the end of each billing month.

If we fail to deliver a video made with your plan's allowance, that video is returned to your allowance so you can make it again.

If you were charged twice for the same thing, or charged because of a technical error on our side, contact us within 30 days and we will correct it. Correcting a billing mistake isn't a refund under this policy — it simply puts things right.

Contact us through the contact page or at support@mojoexplains.com with the link to your project. If you qualify, we refund the full amount to the payment method you used. Banks usually take 5–10 business days to show it on your statement.

When you order, you ask us to start work straight away; where the law allows, you lose the right to cancel once production has started. Nothing in this policy limits rights you have under consumer law that cannot be excluded.