Refund Policy | MyStdio

This Refund Policy is published by MyStdio, a product of Zyon Entertainment Pty Ltd (ABN 24 640 498 997, 383 Pitt Street, Sydney NSW 2000, Australia) (we, our or us). It explains how refunds work for payments made by our customers (studios and other tenants who hold a MyStdio account, referred to as you in this policy) to us for MyStdio subscriptions and AI credits.

This policy does not cover payments made by your own clients to you through the Platform (for example, quotes and invoices you issue and collect via Stripe). You are the merchant of record for those payments and you set your own refund terms with your clients. See the Payments and Platform Fees section of our Terms of Use for how those client payments work.

Your Consumer Law Rights Come First

Nothing in this policy excludes, restricts or modifies the consumer guarantees available to you under the Australian Consumer Law, or any other right or remedy that cannot lawfully be excluded, restricted or modified. If a good or service we supply to you fails to meet a consumer guarantee and that failure amounts to a major failure, you may be entitled to choose between a refund, a replacement, or compensation for any drop in value, in addition to any remedy set out in this policy. Where a failure does not amount to a major failure, we are entitled to choose between repairing the failure, replacing it, or providing a refund. The rest of this policy applies subject to, and does not limit, these rights.

Subscriptions

MyStdio subscriptions are billed on a recurring cycle (monthly or annually, as selected at checkout) and automatically renew at the end of each billing period unless you cancel beforehand. The billing cycle, price, and included features are shown on the subscription or upgrade screen before you purchase, and again in your billing settings on the Platform.

Cancelling stops future renewals, not current access. You can cancel your subscription at any time from your billing settings. Cancelling stops the subscription from renewing, but does not end your current billing period early: you keep access to the subscription features you paid for until the end of the period you have already paid for.

Mid-period cancellations.

Where required by the Apple App Store or Google Play (for subscriptions purchased inside our mobile apps), refunds for those purchases are handled by Apple or Google under their own refund policies and terms, not by us directly. See the Subscriptions, Billing and Auto-Renewal section of our Terms of Use for how app-store purchases are managed.

AI Credits

AI credits are a consumable digital product that you purchase or receive as part of your subscription, and that are spent when you use an AI-powered feature of the Platform (for example, generating storyboard frames, images, captions or other AI output).

Once consumed, AI credits are generally non-refundable. Because AI credits are consumed at the moment we (or our underlying AI provider) generate the requested output for you, we are generally unable to reverse that consumption or refund credits once the generation has completed, whether or not you are satisfied with the output.

This does not affect your non-excludable statutory rights, and does not limit any refund we owe you where a failure on our side (for example, a billing error that charged you for credits you did not receive, or a service fault that consumed credits without producing any output) caused the consumption. In those cases, contact us using the details below and we will investigate and, where appropriate, restore the affected credits or issue a refund.

EU and UK Customers: Cooling-Off Period

If you are a consumer located in the European Union or United Kingdom, you may ordinarily have a statutory right to withdraw from an online purchase within 14 days without giving a reason (a cooling-off period), under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations.

Because MyStdio subscriptions and AI credits are supplied as digital content and services that begin as soon as you subscribe or purchase, this statutory right of withdrawal may end once performance has started, provided we have obtained your prior express consent to that immediate supply and your acknowledgement that you lose the right of withdrawal once supply begins. Where this applies, you will be asked to give that consent and acknowledgement at checkout.

How to Request a Refund

To request a refund, or if you believe you have been charged in error, contact us at support@mystdio.com with:

the email address associated with your MyStdio account;
your tenant or studio name;
the invoice or transaction date and amount; and
a short description of the issue or reason for your request.

We aim to acknowledge refund requests within 2 business days and to resolve most requests within 10 business days. Where we approve a refund, it is returned to the original payment method, and may take additional time to appear depending on your bank or card provider.