Refund Policy — Milk & Ink Studio

This Refund Policy is part of and governed by the Terms of Service. It applies to all paid products offered by Milk & Ink Studio LLC, including monthly and annual subscriptions (Pro, Production, Studio), one-time scope packages (Pilot Pack, Half-Season Pack, Season Pack, Series Pack), and any overage charges incurred above an included quota.

1. The strict policy — 12 hours OR any use

Once 12 hours have passed since your purchase, OR you have used the Service in any way after the purchase, the purchase is final and non-refundable. There are no exceptions other than those expressly required by applicable law.

“Use” includes, without limitation: submitting a generation request (draft, final, or LoRA training); creating, editing, or deleting a project, sequence, episode, character, location, prop, style rule, or canon entry; uploading reference images or scripts; running an auto-build; rendering a release package; exporting an NLE timeline; inviting a collaborator; or invoking any API endpoint that consumes provider, storage, or compute resources on your behalf.

Both conditions are independent. Either the lapse of 12 hours orany of the activities above ends your eligibility for a refund — whichever happens first.

2. Why this policy is strict

The moment you submit a generation, third-party AI providers (fal.ai, Runway, Google Veo, ElevenLabs, and others) bill us for the compute, models, and storage your render uses. We pay those costs immediately and they cannot be recovered after the fact. Refunding a paid plan after even a single render would mean refunding our customer while still owing the provider for the work performed — we would lose money on every refund.

The 12-hour window exists so that a customer who buys a plan in error (wrong tier, wrong workspace, accidental annual instead of monthly) and immediately realizes the mistake has a clear, honest refund path, provided they have not started using what they bought.

3. What is and isn't refundable

Subscriptions (Pro, Production, Studio)

Within 12 hours of purchase, no use: full refund of the most recent charge on request to billing@milkink.studio.
After 12 hours, or after any use: non-refundable. You may cancel from your workspace billing settings at any time; cancellation stops future renewals but does not refund the current period.
Annual plans: the same 12-hour, zero-use window applies. Annual subscribers do not receive partial-year refunds for unused months.

Scope packages (Pilot, Half-Season, Season, Series)

Within 12 hours of purchase, no use: full refund on request.
After 12 hours, or after any draft / final / LoRA training submitted against the package: non-refundable. Unused quota inside the package does not entitle you to a partial refund and does not roll over after the package expiration date stated at purchase.

Spend cap behavior

Each plan includes a monthly spend cap (see pricing for the current cap on your tier) that covers additional generation capacity beyond the included quota at no extra charge. Once the cap is reached, generation pauses until the next renewal or until you upgrade. We do not bill for usage above the spend cap.
Generation work already submitted during the billing cycle is non-refundable. Provider work cannot be unwound after the fact.
Disputed charges (e.g. you believe your subscription was billed in error) are handled as a billing-correction request, not a refund. Contact billing@milkink.studio within 30 days of the charge.

Free tier

The Free tier has no purchase and therefore no refund mechanism. If you experience a billing issue on the Free tier (we should never charge a Free workspace), email billing@milkink.studio.

4. Statutory rights (EU, UK, and other jurisdictions)

Where applicable consumer-protection law grants you a non-waivable statutory right of withdrawal, cancellation, or refund — for example, the 14-day right of withdrawal under the EU Consumer Rights Directive for purchases by consumers (not businesses) inside the European Economic Area — that statutory right applies and overrides this policy.

However: the EU Consumer Rights Directive itself permits us to ask you to expressly waive the 14-day withdrawal period when the digital service begins immediately at your request. By submitting any generation, training a LoRA, or otherwise using the Service before the statutory 14-day period elapses, you expressly acknowledge that performance has begun and that you have lost the statutory right of withdrawal as to the work already performed.

5. How to request a refund

If you believe you qualify under section 3 (purchased within the last 12 hours, no use), email billing@milkink.studio from the email address on the account and include:

The workspace ID or workspace slug;
The Stripe receipt number or charge ID;
A one-line reason for the request.

We respond within two business days. Approved refunds are issued to the original payment method via Stripe and typically clear in 5–10 business days, depending on your card issuer.

6. Chargebacks

If you initiate a chargeback or payment dispute through your bank or card issuer instead of contacting us first, your account may be suspended pending resolution. We will provide our records (purchase timestamp, usage events, audit ledger entries) to the card network in response to chargeback inquiries. Filing a chargeback that the network rules in our favor does not entitle you to continued use of the Service; the suspension may continue at our discretion.

If you believe a charge is incorrect, contact billing@milkink.studio first — almost every legitimate billing issue is faster to fix directly than through a chargeback.

7. Enterprise customers

Refund and credit terms for Enterprise customers are governed by the Enterprise Order Form and any applicable Master Services Agreement, which supersede this policy where the contract specifies different terms. Contact enterprise@milkink.studio for contracted refund or credit handling.

8. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be communicated by email or in-app notice at least 30 days before they take effect. Purchases made before a material change are governed by the policy that was in effect at the time of purchase.

9. Contact

Refund requests: billing@milkink.studio. Other questions about this policy: legal@milkink.studio.