Credits and refunds

In short

• Credits are charged when your take, shot or site is delivered. A shot that fails costs nothing.
• Plan credits last until the end of the billing period. Top-up credits last 90 days. Credits from a code are spent first, with your sign-up credits. A gift we add to your account by hand is spent with your top-up credits. Each keeps until the date shown on your account page.
• Sign-up credits are spent first, then plan credits, then top-up credits, oldest first.
• Unspent credits bought in the last 14 days are refunded in full on request.

What a credit is

A credit is a prepaid unit you spend in the studio. Each action has a price in credits, shown on the plans page and on the button before you start it. Credits have no cash value, belong to the account that holds them, and cannot be sold, transferred or swapped between accounts.

When credits are charged

1. When you start an action, its price is held: set aside from your balance so it cannot be spent twice, but not charged.
2. When the take, shot or site is delivered to you, the hold becomes a charge.
3. If it fails, the hold is released and you are charged nothing. A failure is any of these: the company that runs the model returns an error or nothing; the result fails our own quality check (for example the character changes between frames); the job stops or times out; we stop it under the content rules in the terms.

A delivered result you do not like is not a failure. You can redo a shot for its listed price. If a delivered file is broken (it will not play, or it is cut short), tell us within 14 days and we re-deliver it or return its credits.

To protect every account, there is a daily limit on credits one account can spend. If it stops you, write to us and we can raise it.

How long credits last

• Plan credits are granted at the start of each billing period and expire at its end. They do not roll over. Cancelling a plan keeps the current period's credits until that period ends.
• Top-up credits expire 90 days after the purchase that granted them.
• Sign-up credits (100, once per person) expire 7 days after they are granted.
• Gift credits, which we may give you without a payment, come in two kinds. Credits from a code are spent first, with your sign-up credits. A gift we add to your account by hand is spent with your top-up credits. Each keeps until the date shown on your account page.
• Sign-up credits are spent first, then plan credits, then top-up credits, oldest first.

Your account page shows your balance by kind, the next expiry date and every grant, hold and charge. We email you 7 days before 50 or more top-up credits expire.

Refunds

• Unspent purchases, 14 days: a plan payment or top-up made in the last 14 days whose credits you have not spent is refunded in full. Write to support@nightmarquee.com.
• Partly spent, 14 days: we refund the unspent share of that purchase, at the price you paid per credit.
• After 14 days: purchases are not refunded, except where we close your account without fault on your side or close the studio, when we refund unspent purchased credits and the unused part of the current plan period. This does not affect your statutory rights if a delivered file is faulty.
• Cancelling a plan stops future payments. It does not refund the current period.
• If you dispute a payment with your bank instead of writing to us, the credits it paid for are frozen while the dispute is open.

What a refund changes

The same rules apply whoever issues the refund: us, the payment provider or your bank.

• The refund removes the credits it paid for that are still in your balance.
• What was made stays yours to use. Everything delivered to you before the refund, footage, stills and sites, and the scene they were made from, stays under the licence.
• Your studio history goes. Earlier takes, versions and the change history of the scenes you made are no longer shown in your account. Download what you want to keep before you ask for a refund.

Your right to withdraw (EU and UK)

If you are a consumer in the EU or the UK, you may withdraw from a purchase within 14 days, as the law where you live provides. Credits you have not spent are covered by the 14-day refund above. Where our payment provider is the seller, its checkout terms on withdrawal also apply.

Price changes

We may change the price of an action. A change never touches credits already held for a job in progress, and the new price is shown on the button before you start. If an action's price rises while you hold credits you bought, you may ask within 14 days of the change for a refund of those credits that you have not spent.

Closing your account

If you close your account, your plan ends and the credits you hold lapse, apart from the 14-day refund above. If you want a refund beyond that, write to us before you close it; we look at your account's history and decide case by case. If we close your account because it broke the terms, its credits lapse. If we close it without fault on your side, or close the studio, we refund the purchased credits you have not spent and the unused part of the current plan period.