Refunds

This policy explains how refunds work at Roll & Cut. It is part of our terms. If anything here is unclear, write to support@rollandcutlabs.com and we will explain it.

Last updated: November 1, 2026.

Failed or broken work costs nothing

If a production fails, every credit it used comes back to your balance automatically, and you do not have to ask. A request that is refused is not charged, and neither are our own retries. If a file we deliver turns out to be broken, write to us and we will return the credits it cost.

Canceling a production

If you stop a production before it finishes, the stages already finished stay charged. Credits held for stages that did not finish come back to your balance.

Unused credits: a full refund within 14 days

For 14 days after you buy credits, you can have the ones you have not used refunded in full. This applies to every purchase, monthly auto-pay charges included. Credits you have already used are not refunded.

Use the Refund unused credits button on that purchase in your purchase history, which you reach from your Billing page. In the European Union and the United Kingdom, this is also how you withdraw from the purchase. The money goes back to the card you paid with. We send it within 3 business days, and your bank may take longer to show it.

Self-service refunds are limited to one per card and email address in any 12 months. After that, write to us: a person reads every message and still honors any right the law gives you. A card or email address with two or more refunds in 12 months cannot buy again until we have spoken with you, and reaching that limit also turns off auto-pay.

After 14 days

After 14 days, we do not give refunds for a change of mind, except when you delete your account, as explained below. Your credits do not expire (credits bought in Japan aside), so the ones you have not used stay in your balance until you need them.

Deleting your account

If you delete your account, every credit you bought and have not used is refunded to your card, newest purchase first. Purchases from the last 14 days are refunded in full. Older ones are refunded minus the payment fees we cannot get back. The delete page shows you the exact amount before you confirm.

If we close your account or the service

If we close your account for a reason that is not your fault, or close the service, we refund every credit you bought and have not used, in full.

Credits bought in Japan

Credits bought with a Japanese billing address are valid for 6 months from purchase. They are used before any others, we email you before they expire, and expired credits cannot be refunded.

Where the refund goes

A refund goes back to the payment method you paid with. If it can no longer take one, for example because the card is closed, write to us and we will pay you another way. While a purchase is disputed with your bank, its credits are frozen until the dispute closes.

Link’s refund policy

Link, part of Stripe, sells our credits to you, and its own refund policy applies as well as ours. Link may refund a purchase itself, for example one that was never delivered, was charged twice or was not authorized. See Link’s buyer terms and its help on refunds.

Your rights

Nothing here limits the rights the law where you live gives you.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Outside the 14-day refund of unused credits and the refund when you delete your account, we do not give refunds for change of mind. This does not limit your rights under the Australian Consumer Law.

In Korea, you may withdraw from a purchase within 7 days. Credits already used cannot be withdrawn from, because the service is supplied as you use them.

How to ask

For 14 days after a purchase, use the Refund unused credits button on it in your purchase history, from your Billing page. For anything else, write to support@rollandcutlabs.com. A person reads every message.