Refund Policy

Last updated: November 2026

At Tella, we want you to love creating videos with us. If you’re not completely satisfied, we offer a fair and transparent refund policy to make things right.

14-day satisfaction guarantee

If you’re not satisfied with your Tella subscription, you can request a full refund within 14 days of your initial purchase — no questions asked.

This applies only to first-time purchases of a paid plan.

Other refund circumstances

Refunds may also be granted outside the 14-day window under the following conditions:

  • Billing errors: You were charged incorrectly (e.g., duplicate payments or unauthorized charges).
  • Technical issues: You experienced technical problems that prevented you from using Tella, and our support team was unable to resolve them.
  • Accidental renewal: If your subscription was renewed without your intention to continue, you may request a refund within 7 days of the renewal date.

How to request a refund

To request a refund, get in touch with our support team and include:

  • The email linked to your Tella account
  • The charge date and amount
  • A short explanation of the issue (optional for the 14-day refund)

See our support availability for our typical response times. Approved refunds are typically processed within 5–10 business days, depending on your bank.

Renewals and cancellations

Tella subscriptions renew automatically at the end of each billing cycle. You can cancel at any time from your account settings to stop future charges.

Refunds are not available for subscription renewals unless you meet one of the conditions listed above (e.g., accidental renewal within 7 days).

Credits

Credits are non-refundable. This includes one-time credit top-ups and the credits included with your plan each month. Unused credits can’t be exchanged for a refund or cash, including when you cancel your subscription. A refund that ends your subscription also ends the rest of that month’s included and extra monthly credits. Purchased top-ups stay on your workspace.

Repeated purchases and refunds

Refunds are there to fix a genuine problem, not to give free use of Tella. The 14-day satisfaction guarantee applies once per customer. It doesn’t start again when you cancel and buy again, or when you open a new account or workspace.

Repeatedly buying, canceling and requesting refunds isn’t allowed, including across different accounts, workspaces or payment methods. If we see this pattern, we may refuse further refunds and suspend or close the accounts involved.

Chargebacks

Please contact us before initiating a chargeback. Most issues can be resolved quickly. Accounts with unresolved chargebacks may be cancelled.

Right to make exceptions

Tella reserves the right to make exceptions to this policy on a case-by-case basis. Approval of any refund outside the stated terms is at our sole discretion.

Contact

If you have any questions, please reach out to our support team. We’re here to help.