Refund Policy

Effective Date: October 30, 2025

14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for all paid subscriptions to Golem AI.

How It Works

• If you are not satisfied with the Service, you may request a full, no-questions-asked refund within 14 days of your initial purchase
• No conditions: All legitimate refund requests within the 14-day window are approved. We only deny requests in cases of proven fraudulent activity (e.g., stolen credit cards, chargeback abuse)
• To request a refund, contact us at support@golem.video
• Refunds are processed within 5-10 business days
• Once processed, the refund will appear in your account according to your bank's processing time

Refunds After 14 Days

Refund requests after the initial 14-day period may be granted in the following circumstances:

• Technical Issues: Problems preventing use of the Service that cannot be resolved by our support team
• Service Discontinuation: If we discontinue the Service or make significant feature changes that materially affect functionality
• Exceptional Circumstances: Other situations evaluated at our sole discretion

Annual Subscriptions

Annual subscriptions canceled after the 14-day period are not eligible for prorated refunds for the unused portion of the subscription term.

Processing Fees

When refunds are granted after the 14-day period (at our discretion), we may retain payment processing fees charged by our payment processor (typically 2-5% of the transaction amount).

Refund Policy Abuse Prevention

To maintain fairness for all users, the following conditions apply:

• Good Faith Usage: The 14-day refund guarantee is intended for customers who genuinely want to evaluate the Service. We monitor usage patterns to detect fraudulent activity (e.g., repeated abuse across multiple accounts, stolen payment methods).
• One Refund Per Customer: We typically grant only one refund per customer within the 14-day window. Repeated purchase-and-refund patterns across multiple accounts or time periods may result in refusal of future refund requests and account termination.
• Chargebacks: If you dispute a charge through your bank or credit card company (a "chargeback") without first contacting us, your account will be immediately suspended. Chargebacks incur significant fees and prevent constructive resolution. Always contact us at support@golem.video first if you have a billing concern.
• Account Termination: We reserve the right to deny refunds and permanently terminate accounts that show patterns of abuse, fraud, multiple refund requests, or violation of our Terms of Service.
• Legal Action: In cases of fraudulent refund requests or chargeback abuse, we reserve the right to pursue legal action and report fraud to relevant authorities.

Free Tier

The Free tier of Golem AI does not involve any payment and therefore is not subject to refund requests. You may cancel your Free account at any time.

Billing Disputes

If you believe you have been incorrectly charged, please contact us immediately at support@golem.video. We will investigate and resolve billing errors promptly.

Important: Do not initiate a chargeback before contacting us. Most billing issues can be resolved quickly through direct communication. Chargebacks result in automatic account suspension and additional fees.

Cancellation vs. Refund

Important distinctions:

• Cancellation: Stops future billing but allows continued access until the end of your current billing period. No refund is issued for the current period (unless within the 14-day guarantee window).
• Refund: Returns your payment and terminates access immediately (or at the time of processing).

How to Request a Refund

To request a refund, please email us at support@golem.video with the following information:

1. Your account email address
2. The date of your purchase
3. A brief reason for the refund request (optional but helps us improve)

Our support team will review your request and respond within 1-2 business days.

Contact Information

If you have any questions about our refund policy, please contact us:

Email: support@golem.video
Business Name: Golem - AI Video Editing Assistant
Location: Ukraine

Last Updated: October 30, 2025

This Refund Policy is part of our Terms of Service. For information about how we handle your data, see our Privacy Policy.