This policy is Sections 13 and 16 of the BlueCurtain.ai Terms of Service and Client Agreement (Version 2.0). Section numbers refer to those Terms.
13. Quality Remedy
13.1. A “materially defective video” is a Deliverable that (a) materially departs from the approved scene, presenter look or script, (b) has a substantial visible or audible technical defect beyond normal disclosed AI variation, including broken lip-sync, materially distorted faces or hands, or missing or garbled words, or (c) materially fails the agreed delivery format or approximate length range. Notify support@bluecurtain.ai within 7 days after delivery, identifying the video and relevant timestamp where practicable. This notice period does not limit non-waivable statutory remedies or claims for defects not reasonably discoverable within that period.
13.2. After receiving a sufficiently detailed defect report, we will use reasonable efforts to correct or re-render the affected video within 15 business days, subject to necessary Client cooperation. If we cannot correct the material defect within a reasonable time, we will refund the price allocated to the affected video. Nothing in this section restricts any non-waivable remedy.
13.3. This does not cover changes of mind after approval, issues in wording you approved, or limits we disclosed (for example, a custom voice that is not an exact match), unless the result is materially worse than described.
13.4. This remedy is in addition to rights that cannot be excluded by law.
16. Fees, Taxes, Cancellations and Refunds
16.1. Prices are in United States Dollars (USD). Checkout shows the total, including applicable taxes. You agree to pay the amount you accept at checkout.
16.2. Payment is collected before setup. Payment creates your Job and authorises preparation to begin.
16.3. General non-refundable policy. Except as expressly provided in Sections 13 and 16.3(a), or as required by applicable law, purchases are generally final and non-refundable after payment and commencement of preparation. BlueCurtain may grant discretionary refunds. A change of mind, dissatisfaction with approved wording or subjective aesthetic preferences alone do not qualify. We will disclose material refund restrictions and legally required cancellation information before checkout; any mandatory consumer cancellation rights prevail.
16.3(a). Technical defects and non-delivery. For a materially defective video, the correction-first remedy in Section 13 applies. If BlueCurtain does not deliver an ordered video due to circumstances within our reasonable control and cannot deliver within a reasonable additional period after written notice, the Client may request a refund of the price allocated to the undelivered video. Delays caused by missing Client materials, approvals, permissions or responses are not BlueCurtain non-delivery; we will notify the Client of what is needed and reasonably resume when provided. Nothing restricts cancellation or refunds required by law.
16.3(b). Refund request windows. For direct website payments, email support@bluecurtain.ai within 120 days of a credit/debit-card transaction to request review. These administrative windows do not extend the 7-day notification deadline for materially defective videos under Section 13 and do not restrict mandatory legal rights or payment disputes.
16.3(c). Subscriptions and credits. BlueCurtain orders are prepaid individual production Jobs as described in Section 3; no automatic subscription or trial renewal is created by these Terms. No virtual-credit or token purchasing program is established by these Terms.
16.4. The non-refundable policy, Section 13 quality remedy, and any legally required cancellation disclosures must be shown clearly at checkout before payment.
16.5. Please contact us promptly about billing concerns. Nothing here limits your right to dispute a payment with your card issuer. We may pause work on an unresolved payment failure.
16.6. Billing and refund support. For BlueCurtain purchases made directly through our website, email support@bluecurtain.ai with the email address used to place your order, order identifier, transaction date, payment method and a brief explanation of your request. We will review the request under the Refund and Cancellation Policy and applicable law. This contact procedure does not replace any statutory rights or payment-provider dispute procedures.
16.7. Third-party marketplace purchases (only if offered). If a purchase is billed through the Apple App Store or Google Play, cancellation and refund processing may be controlled by that marketplace under its applicable rules. Contact the marketplace directly for marketplace-billed refunds, without limiting any rights you may have against BlueCurtain under applicable law.