Legal & privacy.

1. All purchases are final, subject to legal rights

Motion is supplied by Mosaic AI Labs, Inc. All purchases are final and non-refundable except where applicable law requires a remedy, an offer expressly promises one, or a signed agreement provides otherwise. This default applies worldwide to initial subscriptions, renewals, monthly and annual plans, upgrades, credit packs, Flex purchases, manual and automatic top-ups, and authorized API or agent purchases. Mandatory rights in your country, state, or province take priority over every restriction in this policy.

Changing your mind, forgetting to cancel, not using Motion, leaving credits unused, disliking an otherwise conforming creative result, buying the wrong plan, or deleting an account does not by itself create a contractual refund right. These examples do not defeat statutory cancellation rights, misleading-sale claims, unauthorized-charge protections, or remedies for defective or undelivered services. Goodwill adjustments do not establish a general refund entitlement or limit a legal entitlement.

2. Orders, payment processing, and purchase records

The offer and checkout identify what you are buying, the seller, amount, currency, tax treatment, and any recurring commitment. Keep a copy of that information. A displayed monthly equivalent for an annual offer does not change the total annual charge. A feature description or credit estimate is not authorization to bill an undisclosed amount.

Stripe and Autumn support Motion payment and subscription processing. Payment details can be validated by the processor or issuer, and authorization can fail or require additional authentication. A pending bank authorization is not necessarily a completed purchase; a failed attempt does not establish that payment was collected. Contact support before making repeated purchases if the status is unclear.

You must be authorized to use the payment method and provide accurate billing information. Any permission to save a method or retry an authorized payment is limited by the offer and applicable law. Saving a method does not authorize every future purchase. A receipt, invoice, account balance, and consent record serve different purposes; we review the relevant records when resolving a dispute.

3. Renewals, annual plans, trials, and cancellation

Subscriptions renew automatically at the interval and price disclosed at purchase until canceled. Monthly plans are charged monthly. Annual plans are charged for the full year even when an equivalent monthly price is displayed; credits may be allocated monthly within that year as the offer specifies. An annual plan is not a month-to-month purchase.

Cancel before the next renewal through Plan and credits or the billing portal to stop it. Cancellation normally leaves paid access through the end of the current paid period and does not automatically refund that period. Credit expiry follows the terms disclosed for your balance. If sign-in or cancellation fails, contact team@usemosaic.ai. You do not need to provide a reason to cancel.

Trials, discounts, and promotions follow their stated eligibility, duration, renewal price, and cancellation deadline. Do not create replacement accounts to reuse first-purchase offers. We provide renewal, trial-ending, and price-change notices and obtain additional consent where required by law. Ongoing subscription price changes apply prospectively after appropriate notice and an opportunity to cancel; they do not reprice a period already paid for.

4. Credits, usage, and plan changes

Credits measure access to Motion processing; they are not money, a deposit account, or an investment. They cannot be transferred, resold, or redeemed for cash except as required by law. Subscription credits, purchased top-ups, and promotional credits can have different reset, expiry, and rollover rules. The rules disclosed for the plan or pack at purchase apply. We do not invent expiry dates or apply new forfeiture rules retrospectively to purchased balances.

Usage depends on model, task, tools, input size, retries, and revisions. Estimates are not a fixed price or promise of a number of successful videos. Additional generations or revisions can consume credits. Stopping a run does not undo compute already supplied. Review the usage ledger and spending controls.

Before changing plans, review immediate charges, proration, the new billing interval, and credit allocation. A downgrade or cancellation does not automatically convert unused entitlements to cash. We correct billing errors and honor mandatory remedies regardless of the displayed balance.

5. Purchased, subscription, and promotional balances

Subscription allocations form part of the paid plan and are provided on the schedule specified in that offer. A billing period and a credit-allocation period can differ, particularly for annual subscriptions. Renewal or a scheduled reset can replace an allocation under its disclosed rules; it does not imply that every credit type in the account resets together.

One-time packs, Flex entitlements, and top-ups are separate purchases with the quantities, eligible uses, and validity shown in their offers. A manual pack purchase does not enroll you in repeated purchases unless you separately enable an automatic feature. Do not assume that a rule for one product, promotion, or provider applies to another balance.

Bonus, trial, referral, or goodwill credits are not amounts you paid in cash. They follow their stated eligibility and expiry and generally have no cash redemption value. We may correct a duplicate or erroneous grant and revoke a grant obtained through abuse, with any notice, review, and protection for purchased rights required by law. A promotion cannot remove a mandatory remedy for the associated paid purchase.

The displayed total can combine multiple entitlements. For an adjustment, the relevant purchase records and usage allocation determine which balance is affected; a simple percentage of the combined total can be misleading. We do not use promotional credits to inflate a cash refund or treat a restoration of previously charged usage as a new cash payment.

6. Upgrades, downgrades, and billing adjustments

A plan change can take effect immediately or at a future billing boundary, as shown when you authorize it. Review the effective date, immediate amount, next renewal amount, billing interval, and effect on credits and features. An upgrade can incur an incremental charge; a downgrade does not by itself entitle you to a cash refund for the current term.

Moving between annual and monthly plans is a change of billing commitment, not an automatic conversion of an annual payment into separate monthly purchases. Any approved adjustment must account for payment already collected, the new plan, taxes, prior refunds, and credits retained. A lower plan may reduce capacity or access; export or adjust work before the disclosed change takes effect.

A processor proration or customer invoice credit can reduce a future invoice without returning money to your bank. It is different from a cash refund and from Motion usage credits. Where cancellation and a refund produce overlapping adjustments, we reconcile them to avoid duplicate reimbursement or an erroneous extra charge while preserving your lawful entitlements.

7. Automatic top-ups and agents

Enabling automatic top-ups authorizes repeated purchases when your balance reaches the threshold, at the pack size and price displayed in settings. Multiple top-ups can occur during active use. Disable auto top-up separately to stop future automatic credit purchases; canceling subscription renewal does not necessarily disable this separately authorized feature. Changes do not reverse charges already validly incurred.

API keys, service accounts, and connected agents can initiate paid work or purchases within the permissions and budgets you grant. Review and revoke those permissions when no longer needed. Authorization to create content is not unlimited authorization for undisclosed charges. Report unexpected purchases so we can investigate authorization and billing records.

8. Failures, incorrect charges, and disputes

Contact us about missing credits, duplicate or incorrect charges, failed generations, inaccessible outputs, services that do not match their description, or suspected unauthorized payments. Helpful details are your account email, date, amount and currency, receipt reference, and project or job identifier. Do not send passwords or full card numbers. Send what you have; these details assist review but are not conditions that extinguish legal rights.

Motion restores credits automatically for certain eligible failed operations. Credit restoration corrects the usage balance and differs from a cash refund. Some failures require manual review, and not every failed or stopped operation qualifies for automatic restoration. A credit adjustment does not replace a monetary refund or other remedy required by law.

Report issues promptly. We impose no short reporting cutoff that overrides legal or payment-provider deadlines. You may contact your payment provider or regulator and exercise dispute rights. We may provide accurate transaction and usage evidence but do not treat a good-faith dispute as fraud merely because you filed it.

Our usage and payment records are evidence subject to review and correction, not conclusive proof against a customer. Report an apparent duplicate debit or billed retry with the details you have. A quality complaint is assessed against the actual description and legally required standard; subjective dissatisfaction alone differs from a service that was not supplied or did not conform to its description.

9. Taxes, currency, failed payments, and nonpayment

The checkout states the purchase currency and applicable taxes collected from you. Your issuer or a currency-conversion service may apply its own conversion rate or fees. Provide accurate tax and business information if requested. Any lawful business tax obligation you retain does not shift taxes Mosaic is legally responsible for onto a consumer.

A refund in the original transaction currency can produce a different home-currency amount because exchange rates or issuer fees changed. We do not impose an undisclosed refund processing fee. Required tax adjustments follow applicable law. Ask the processor or issuer about a posting delay after a refund has actually been submitted.

If an authorized payment fails, we or the billing provider may seek payment or retry within the authorization and applicable law. Unpaid access may be limited or suspended with appropriate notice. We do not promise a fixed grace period unless the offer provides one. Suspension does not itself settle the debt, cancel every separate authorization, or prove that an attempted charge succeeded.

You may dispute a payment in good faith through support, your payment provider, or a competent authority. A dispute does not entitle either side to duplicate recovery. We may preserve relevant evidence and take proportionate steps against independently established fraud or unauthorized account activity, without treating the exercise of a legal right as misconduct.

10. Mandatory rights worldwide

Some places provide cooling-off periods, automatic-renewal protections, digital-service guarantees, or remedies for unauthorized or misrepresented sales. These can apply even after credit use. We assess applicable law, the purchase, disclosures, authorization, performance, and timing rather than assuming location or usage removes all rights.

Australian consumers retain guarantees and remedies under the Australian Consumer Law, including remedies for major failures. New Zealand consumers retain applicable Consumer Guarantees Act rights. Canadian consumers retain applicable provincial rights. US consumers retain applicable federal and state rights, including protections concerning recurring billing and unauthorized charges. Consumers elsewhere retain their mandatory local protections. These are examples, not an exhaustive list or a promise of identical remedies everywhere.

Privacy and refund rights are separate. A GDPR, CCPA, or other privacy request does not automatically create a refund, and a no-refund clause cannot prevent a valid access, deletion, objection, or other privacy request. We handle each part of a combined request on its own legal basis.

11. EEA and UK withdrawal

EEA and UK consumers generally have 14 days from concluding an online service or digital-content contract to withdraw without a reason, subject to applicable rules and exceptions. Longer periods can apply if required information was missing. Send a clear statement before the deadline to team@usemosaic.ai or Mosaic AI Labs, Inc., 660 York Street, San Francisco, CA 94110, United States. The model statement below is optional. Subscription cancellation stops renewal; tell us if you also want to withdraw from a purchase.

Digital content and ongoing services have different rules. For digital content not on a tangible medium, loss of withdrawal rights requires the legally required prior express consent to begin supply, acknowledgment of loss of the right, and confirmation on a durable medium. For services, beginning performance alone does not remove the right: loss on full performance requires the applicable prior request and acknowledgment. Proportionate payment on withdrawal requires the applicable information and express request and covers only qualifying services supplied before withdrawal notice.

Generic policy acceptance, an 'all purchases final' notice, credit availability, or credit use alone is not proof of a valid waiver. If required consent, disclosures, or confirmation are missing, law may require a full refund, including for content already supplied. We do not automatically deduct consumed credits in that situation.

Statutory withdrawal refunds are made without undue delay and within 14 days after withdrawal notice, using the original payment method unless you expressly agree otherwise, without a refund fee. Payment-provider posting time can vary. Stop using or sharing the service or content after withdrawal where law requires it.

Model statement: To Mosaic AI Labs, Inc., team@usemosaic.ai, 660 York Street, San Francisco, CA 94110, United States: I give notice that I withdraw from my contract for this Motion purchase: [plan or pack]. Ordered on: [date]. Name: [name]. Account email: [email]. Address: [address]. Date: [date]. Signature only if submitted on paper. Any other clear statement of withdrawal is also accepted.

12. Review, refunds, and account closure

We review the policy and offer applicable to your purchase, subject to mandatory law. We may reasonably verify ownership and ask for information needed to investigate. We explain refusals or partial adjustments and their basis. There is no fee to request review. Request cancellation as well if you want to stop renewal; a refund request does not automatically cancel a subscription.

Approved monetary refunds normally return to the original method. We may remove corresponding refunded credits or access, preserving unrelated paid entitlements and legal rights. If a marketplace is the seller on your receipt, its process may apply; we help identify the seller rather than assume all mobile purchases use an app store.

Account deletion removes access and unused credits as described in the Terms and Privacy Policy, but does not erase a valid refund claim. If we permanently end paid access without your breach, we refund the unused prepaid period and unused purchased credits for the affected Service. Retained financial records remain subject to legal and retention requirements.

Any discretionary refund is limited to what we actually approve and does not create a general refund promise for other purchases. A promotional money-back offer, negotiated contract, or mandatory right can provide a different result and controls within its scope. We will not describe a processor credit as a completed card refund or require you to waive unrelated privacy or consumer rights to request review.