Cancellation & Refund Policy

Every customer receives the product or service they purchased. If we do not supply it, you receive a full refund of what you paid.

This applies whether the failure is a technical fault, a rendering failure we cannot resolve, or an inability on our side to deliver what was described at the point of sale. You do not need to argue the point: if we did not deliver, we refund.

What this guarantee covers is delivery: that a working, usable video is produced and made available to you. It is not a guarantee of a particular creative result. Please read clause 3.

EFilms AIsells access to a software service that produces video advertisements, as a monthly subscription plan with a credit allowance. Subscribers can also buy additional credits at their plan's rate. Delivery is digital and immediate: purchased outputs appear in your account and can be downloaded from there.

You are paying for the production run (the computing work of generating a video from your brief) and for access to the platform. Each run consumes real processing capacity at the moment you request it, whether or not the creative result is the one you were hoping for.

Our service uses generative AI. Output varies between runs, is influenced by the brief you provide, and is inherently unpredictable in its creative particulars: framing, pacing, styling, tone, and the specific imagery chosen.

Subjective dissatisfaction with a delivered video is not grounds for a refund. If a production completes and you receive a working, playable video that reflects the brief you submitted, we have supplied what you paid for, even if you would have preferred a different creative treatment, a different look, or a different interpretation of your brief.

By purchasing, you acknowledge that:

• AI output is probabilistic: the same brief can produce materially different results on different runs.
• We cannot guarantee any specific creative direction, visual style, or aesthetic outcome.
• We cannot guarantee any commercial result: views, engagement, conversion, or sales.
• Preference, taste, and changes of mind about the creative direction after delivery are not defects.
• A production that completed and produced a playable video has consumed its credits, whether or not you choose to use the video.

This is why we encourage you to start with a small purchase, and to iterate on your brief. In practice, most disappointing results improve substantially with a more specific brief, and we would much rather help you get there than process a refund. See clause 9.

• You can cancel a subscription at any time, from your account settings or by emailing us.
• Cancellation stops all future charges. There is no cancellation fee and no notice period.
• Your plan stays active until the end of the period you have already paid for, and you keep access, including your remaining credits, until then.
• Unused monthly credits expire at the end of the paid period and are not refundable. Credits you purchased as top-ups are not forfeited: they are preserved and become usable again if you resubscribe.
• Work you produced before cancelling remains yours to download and use.

To cancel by email, write to TODO_SUPPORT_EMAIL from your registered address. We confirm cancellations in writing within 1 business day.

We refund in full in each of these situations, all of which concern a failure to deliver, rather than the creative content of a video that was delivered:

• We did not deliver. The service or output you paid for was not supplied, and we cannot supply it within a reasonable time.
• The output failed technically. A production errored, or produced a corrupt, empty, or unplayable file, and we cannot fix or re-render it.
• The output does not reflect your brief at all. The delivered video bears no relation to what you asked for, not merely a different creative treatment of it.
• Statutory cancellation. You cancel within the period and on the conditions set out in clause 6 below.
• Duplicate or erroneous charge. You were charged twice, or charged in error. We refund the incorrect charge in full.
• Unauthorised charge. A charge was made without your permission and this is confirmed.

Where a subscription is cancelled part-way through a period because we failed to supply the service, we refund the unused portion on a pro rata basis.

EFilms AI is a service, so the rules for services under section 14C(c)(2) of the Consumer Protection Law, 5741-1981 apply. You may cancel a distance-selling transaction within 14 days of making the transaction, or of receiving the written disclosure document, whichever is later. Note that for a service this runs from the date of purchase, not from the date you receive anything.

• Subscriptions (a continuing transaction) may be cancelled within that window whether or not we have started providing the service.
• One-off purchases that are not a continuing transaction must be cancelled at least two days, excluding rest days, before the service is due to be provided.
• Where cancellation is not due to a fault, the law permits a cancellation fee of up to 5% of the transaction value or ILS 100, whichever is lower (section 14E(b)).
• Where cancellation is due to a fault, a mismatch with what was described, or non-supply, no cancellation fee applies and you are refunded in full (section 14E(a)).
• A person with a disability, a senior citizen (65+), or a new immigrant (within five years) may cancel within four months of the transaction, where it involved a conversation between the parties, including by electronic communication (section 14C1). We may ask for proof of eligibility.
• On cancellation of a subscription we refund the unused remainder of the period and stop all future charges.

A note on how the law treats generated video.Section 14C(d) excludes certain distance-selling transactions from the statutory cancellation right, including “information as defined in the Computers Law, 5755-1995” and goods produced specifically for the consumer following the transaction. A video generated to your own brief may fall within those exclusions. Even so, we do not rely on that to refuse cancellation of a subscription. We honour the cancellation rights described above.

These statutory rights exist independently of this policy and cannot be waived by it. Where anything above conflicts with a right the law gives you, the law prevails.

Email TODO_SUPPORT_EMAIL from your registered address, or call +972-54-249-5288 during Sunday–Thursday, 06:00–15:00 UTC. Include:

• The email address on the account.
• The date of the charge and the amount.
• The order, invoice, or production reference if you have it.
• A short description of what went wrong.

You may also submit a cancellation request through our contact page. We acknowledge every request in writing.

• We acknowledge your request within 1 business day.
• We decide and notify you within 3 business days of receiving the request.
• Where you have cancelled under your statutory right, we refund within 14 days of receiving your cancellation notice, as required by section 14E of the Consumer Protection Law. We submit approved refunds to the payment provider well inside that window.
• Depending on your card issuer, the credit may take a few additional days to appear on your statement after we submit it.

Refunds are always returned to the original payment method, in the original currency. We cannot refund to a different card or account.

So that expectations are clear, we do not refund in these cases, except where clause 1 or clause 6 gives you a right that overrides them:

• You did not like the video. A production that completed and delivered a working video that reflects your brief is not refundable on the basis of taste, style, or creative preference. See clause 3.
• You changed your mind after delivery about the creative direction, the concept, or the brief you submitted.
• You wanted a different result. The output is usable but differs from what you pictured, or from a previous run of the same or a similar brief.
• Commercial performance. Dissatisfaction with reach, engagement, conversion, or sales from an advertisement that was itself delivered correctly.
• Your own content caused the problem: for example, an unusable, low-quality, or incomplete asset you supplied, or one you did not hold the rights to.
• An inadequate brief. A vague or contradictory brief that produced a poor result. We are glad to help you improve it and re-run.
• Serious breach. Accounts terminated for a serious breach of our Terms of Service.

Credits consumed by a completed production are not returned to your balance, for the same reason: the computing work was performed at your request.

That said, please still contact us. If a result disappoints you, we would much rather fix it than leave you unhappy. We will review the brief with you and, at our discretion, re-run the production at no charge. That is a goodwill remedy we offer freely, not a refund entitlement, and offering it in one case does not oblige us to in another.

Reply to our decision email and ask for it to be reviewed. A second person will look at it and respond within 5 business days. This does not affect your right to contact your card issuer, or the Israeli Consumer Protection and Fair Trade Authority.

Questions about this policy: TODO_SUPPORT_EMAIL.