Try before you pay. Every prospective customer can run a free preview on a real episode before choosing a plan. Because of that, subscription fees for a billing period that has already started are not refunded — but you can cancel at any time, an unused annual plan is refundable for 14 days, unstarted Archive processing is refundable in full, and we always correct a billing error.
This Refund Policy applies to purchases of the Adelina service made through Adelina's payment provider, which acts as merchant of record for the transaction and is named at checkout. It forms part of, and should be read with, the Product Terms of Service.
Nothing in this policy removes or limits any mandatory right you have under the consumer-protection law of your country of residence. Where that law gives you a stronger right than this policy does, that law applies.
Adelina offers a free preview on a real episode of your own, with no payment details and no channel connection required. The preview exists so you can judge the output before committing to a plan, and it is the reason the rest of this policy can be short and plain.
3.1 Cancelling. You may cancel a monthly or annual subscription at any time from your account settings. Cancellation takes effect at the end of the billing period you have already paid for, and your access continues until then. Cancelling does not trigger an automatic refund of the current period.
3.2 The current period is not refunded. Subscription fees are charged in advance for a period of service. Once a billing period has begun, the fee for that period is not refunded, because the capacity and processing for that period have been made available to you.
3.3 Annual plans — 14-day refund on an unused plan. If you buy an annual plan and, within 14 days of that payment, you ask us to cancel it and you have not submitted any content for processing in that plan period, we will refund the annual payment in full. If content has been submitted for processing, the annual plan is treated as started and clause 3.2 applies.
3.4 Renewals. We do not refund a renewal simply because it was unnoticed. You can cancel at any time before a renewal date, and cancellation is available to you directly in your account settings.
3.5 Downgrades. A downgrade takes effect at the next billing period. We do not refund the difference for the period already paid.
4.1 What it is. Archive processing is a separate, prepaid, one-time purchase, available as an add-on to an active Adelina subscription. It is sold in packages of 10, 25, 50, or 100 source hours, at $349, $799, $1,490, and $2,490 respectively. It is not a subscription, it does not renew, and it does not draw on your monthly source-hour allowance.
4.2 Before processing begins. If you change your mind before we start processing your archive, tell us and we will refund the purchase in full.
4.3 Once processing has begun. Archive processing consumes substantial computing resources that we pay for as the work runs, and it cannot be undone. Once processing has started, the purchase is not refundable. We will always confirm the package and the total with you before processing starts, so you know exactly what is about to happen.
4.4 If we cannot deliver. If we accept an Archive purchase and are then unable to process the material — for example because the source files are unusable and no replacement is available — we refund the unprocessed portion.
We refund in full, without argument, where:
Adelina does not guarantee reach, views, leads, or revenue, and results of that kind are not grounds for a refund. Adelina also does not control third-party platforms; an outage, policy change, or account restriction imposed by a social platform is not a service failure on our side, though we will always help you work around it.
| Step | What happens |
|---|---|
| 1. Write to us | Email hello@adelina.media from the address on the account, saying what you bought and what went wrong. |
| 2. We reply | We aim to respond within 5 business days. |
| 3. We decide | If the request falls under this policy, we approve it. If it does not, we tell you why in writing. |
| 4. Provider refunds | Approved refunds are issued by the payment provider to the original payment method. Your bank decides how quickly it appears — usually 5–10 business days. |
Please contact us before raising a chargeback with your bank. A chargeback takes the conversation out of our hands and takes longer to resolve than an email to us does.
Where a refund is issued, any tax collected on the original transaction is refunded with it, in accordance with the rules of the jurisdiction in which it was collected.
We may update this Refund Policy. The version in force at the time of your purchase is the one that applies to that purchase.
Questions about this Refund Policy, or about a specific charge: hello@adelina.media.