Refund policy

01Try it before you pay

Brand analysis, ideas and the brief for an ad cost nothing, so you can see what we would build before you subscribe. Building the ad itself needs a plan, and your first ad on any plan is free.

Your first plan comes with a 14-day money-back guarantee, once per customer. If it isn't for you, cancel within 14 days of subscribing, before using any of the plan's credits, and we refund every payment on it in full. Building your free first ad doesn't count. You do it yourself from Plans & credits in the studio, with one click and no email to write; the ad you built stays yours.

02Failed builds

If a build fails to produce a file, the credit returns to your wallet automatically. You do not need to ask. If you see a failure that was not credited back, tell us and we will correct it.

03Subscriptions

Cancel at any time in the studio; access, credits and network connections continue until the end of the period you have paid for. Outside the money-back guarantee we do not pro-rate a cancelled period.

If you were charged for a renewal you did not intend and have not spent credits from it, write within 14 days and we will refund that renewal in full.

04Credit packs

One-off packs, pay-as-you-go packs included, are refundable in full within 14 days if none of the credits have been spent. Once credits are spent the pack is non-refundable, because the work has been done.

05Consumers in the EU

Where the statutory 14-day right of withdrawal applies, it does. By starting a build you ask us to begin supplying digital content immediately and accept that the right lapses for credits already used.

06How to ask

Email hello@makeitplayable.com from the address on the account with the invoice number. We answer within two working days, and refunds reach the original card within 5–10 days of approval.