Refund Policy

Under Directive 2011/83/EU and the Italian Codice del Consumo, EU and UK consumers normally have 14 days to withdraw from a paid subscription without giving a reason.

Cabin is a digital service whose execution begins immediately after checkout (access to storage, transcoding, and playback is unlocked at once). At Stripe Checkout you must tick a required consent box confirming that:

• you ask for the service to start immediately, and
• you acknowledge losing your right of withdrawal once delivery begins (art. 59 lett. o Codice del Consumo / art. 16(m) Directive 2011/83/EU).

The consent is recorded by Stripe and tied to the Checkout Session as proof. Without that consent the payment cannot complete.

If you completed checkout without ticking that box (for example through a legacy flow), email [email protected] within 14 days of the first charge to exercise the standard right of withdrawal. We will refund within 14 days of receiving the request.

Because the right of withdrawal is waived at checkout, the current billing period is non-refundable. You can cancel at any time from the customer portal: the cancellation takes effect at the end of the period already paid for, and you will not be charged again.

We may grant a goodwill pro-rata refund at our discretion, for example if you cancel within minutes of checkout and have not yet uploaded any content. This is a courtesy, not an obligation.

Annual plans follow the same rule: the consent at checkout waives the right of withdrawal once the service starts, so the current annual period is non-refundable except where this policy grants a service credit or refund (sections 4 to 6).

If a video in a format listed as supported on our site fails to convert in a non-recoverable way after three separate encoding attempts initiated by you (or by our retry logic) within 7 days, and our logs confirm the failure is attributable to Cabin and not to a corrupt or unsupported source file, you are entitled to one of the following remedies for that video:

• a service credit equal to the pro-rata share of your current billing period fee attributable to that failed job (based on storage and transcode quota consumed), applied to your next invoice; or
• on your written request within 30 days, a cash refund of that same pro-rata amount to your original payment method.

Email [email protected] with the affected video IDs. We confirm eligibility within 5 working days and apply the remedy within 14 days. This section does not cover playback issues caused by your vehicle browser, network, or content you do not have rights to use.

Downtime means periods when the hosted Cabin application at cabinplay.app is unreachable or returns persistent 5xx errors for paid features (login, upload, transcode, or playback), excluding scheduled maintenance announced at least 24 hours in advance and issues caused by third parties outside our control (Stripe, your ISP, Tesla browser bugs). We use our public status page and internal monitoring as evidence.

For each calendar month in which you held a paid subscription, the following credits apply automatically once downtime is verified (no need to ask for tiers up to 25%):

• More than 8 consecutive hours: 10% credit on that month's subscription fee.
• More than 24 consecutive hours: 25% credit on that month's subscription fee (not cumulative with the 10% tier for the same incident).
• More than 72 consecutive hours: on your request within 30 days, a full refund of that month's subscription fee (or a pro-rata refund for annual plans covering the affected month).

Credits are issued as balance on your Stripe customer account or as a partial refund to your card, at our choice, within 14 days of the month ending. Only the highest applicable tier for a single incident applies.

If you have a billing problem, contact us first at [email protected] so we can fix it. A card chargeback or payment dispute opened with your bank or PayPal without contacting us first may take weeks to resolve and can leave your account suspended in the meantime.

• When we receive a chargeback or dispute notification from Stripe, we suspend paid access and new uploads until the dispute is resolved.
• If the dispute is decided in our favour, access may be restored or the account terminated depending on the circumstances and our Terms.
• Chargebacks that are abusive, repetitive, or filed after you have used the service in bad faith may lead to permanent account termination without further refund.

Refunds are issued by Stripe to the original card or payment method. Bank processing typically takes 5 to 10 business days to appear on your statement, depending on your card issuer.

All refund, credit, and availability claims: [email protected]. Please include the email address you signed up with so we can locate your account quickly.