Credit returns for processing
Unused generation reservations and confirmed failed jobs are returned to your Hookcut credit balance. If a submission’s outcome is uncertain, credits stay reserved until it can be reviewed without risking duplicate processing. Email support with the job ID if a job says “Needs review.”
A credit return restores your in-app balance; it is not a cash refund to your payment method. Successfully generated clips use credits even if you choose not to export them. A completed export can be reopened without another export charge.
Requesting a payment refund
Contact hookcutsupport@gmail.com for duplicate or incorrect charges, missing purchased credits, unused-credit refund requests, or a service problem that credit restoration has not resolved. Include your account email, purchase date, receipt or order reference, and a description of the issue.
Payment refunds are reviewed individually, taking into account the charge, credits already used, and the service delivered. A request does not guarantee approval; statutory refund rights still apply. If approved, a refund is issued through Stripe to the original payment method where supported. Corresponding credits are removed or adjusted. Bank processing times vary.
Do not send card numbers, security codes, passwords, or API keys in your request.
Delivery and cancellation
Credit packs are digital, one-time purchases. Credits are added after a successful payment is verified; verification can sometimes be delayed. Refresh your balance after checkout and contact support if credits do not appear. There is no physical shipping and no recurring subscription to cancel.
You can leave checkout before completing payment. The current site does not offer a cancellation button for video processing once submitted. Contact support if you need help with an active job.
Consumer rights
This policy does not exclude refunds or other remedies required by applicable law. For any billing concern, contact Hookcut Support at hookcutsupport@gmail.com.