Refund policy

When you get a refund

Ask within 14 days of your purchase, and we refund the full film (and the branding add-on, if you bought it) when:

• we couldn't make the full film, or it never became available to watch or download;
• the film is broken, for example it doesn't play, sound or picture is missing, or large parts of your uploads are missing because of an error on our side;
• you were charged twice or charged the wrong amount.

We may first offer to make the film again or fix it. If that doesn't solve the problem, or you'd rather have your money back, we refund you.

When we don't refund

Because you can watch a free preview before buying, we don't refund a full film that works as described just because you would have chosen different moments. You can change the film yourself in the editor, and make new films from the same trip.

How to ask

Email support@tripcinema.com with the name of the trip and the order number from your Paddle receipt, and tell us what went wrong. You can also contact Paddle directly through the link in your receipt.

Refunds are paid by Paddle, our reseller and merchant of record, to the payment method you used. They usually appear within 5 to 10 working days, depending on your bank.

Your legal rights

A full film is digital content that we start making as soon as you buy it. By asking us to start straight away, you agree that the 14-day right of withdrawal ends once processing has started. This doesn't affect your legal rights when digital content is faulty or not as described: those always apply, in addition to this policy.

During the private beta, films are free and nothing is charged. See also our terms of service.