Cancellations and refunds

When the AI doesn't succeed

• Every animation is reserved for you before creation and charged only when it's ready. A failed creation, or a photo stopped by the check, returns the animation to your balance automatically.
• Every package has a bank of retries, as many as its animations. An animation you didn't like can be made again, with or without your own instruction, without paying for it again.
• Every animation is checked before you see it. If the faces changed, it's made again automatically, once, at no extra cost. If they still changed, or our content check stops it, it isn't shown, and the animation or retry goes back to your balance.

Not moved? A full refund

Within 30 days of purchase you can ask for a full refund of a package, top-up or add-on you bought in the app, with no reason needed, even if you've already made animations. This promise comes on top of your legal right to cancel, not instead of it.

Your legal right to cancel

Under section 14C of the Israeli Consumer Protection Law, 5741-1981, you can cancel a purchase made on the site within 14 days of the transaction, or of the day you received the e-mail confirming and detailing the order, whichever is later. Senior citizens (aged 65 or over), people with disabilities and new immigrants (up to 5 years from immigration) may cancel within 4 months, under the conditions the law sets.

• We don't charge a cancellation fee, even where the law allows one (up to 5% of the price or ₪100, whichever is lower).
• We'll return the money within 14 days of receiving your notice, to the payment method you used.
• Within the first 30 days our promise goes further than the law, and in any case your rights under the law are fully preserved.

How to ask

Send us a message any way you like, with your name and the e-mail address of the account, or the one the receipt went to. The order number helps, but isn't required.

• By e-mail to hello@glim.co.il, or by replying to the e-mail confirming the order.
• By phone or WhatsApp: 050-6793057.
• Through the help form in the app.
• Through Paddle: at paddle.net, find the transaction and request a refund.

A real person answers, not a bot.

What happens after a refund

• Paddle returns the money to the payment method you used. It usually shows up within 5–10 business days, depending on your bank or card company.
• Animations and retries from that order that you haven't used leave your balance. With a partial refund, a proportional part of them leaves.
• When an order is refunded in full, access to its package ends with it, as Paddle's buyer terms provide: the right to use the animations and films made with it ends, and we may remove them from your account.
• We'll send you a confirmation by e-mail.

Top-ups and buying before signing up

• A top-up of single animations or retries is an order like any other, and the same rules apply to it.
• Bought before signing up? The days count from the purchase, even if you haven't signed up yet. Write to us from the address the receipt went to, or mention it.

When the promise doesn't apply

The promise is for people the film didn't move, not for people who exploit it. We may decline a refund under the promise, but never a cancellation under the law, when:

• someone buys and asks for a refund again and again;
• someone opens more accounts to repeat it;
• the purchase was made with a payment method without its owner's permission, or by other fraud;
• the account was suspended for breaking the terms of use.

Animations you got for free, benefits and discount codes can't be refunded or exchanged for cash.

Paddle and refunds

Orders in the app are sold through Paddle, the merchant of record, and refunds go out through Paddle. They are governed by this policy, Paddle's refund policy and Paddle's buyer terms. Under Paddle's policy, where the seller gives you wider rights, those are the ones that apply. See also the terms of use.

The charge usually appears on your card statement as PADDLE.NET* CODEPAL AI, after CodePal.AI, the company that runs Glim. Don't recognise a charge? Write to us, or find the transaction at paddle.net.

Contact

CodePal.AI, an Israeli licensed dealer (osek murshe), no. 205666134, Hoshen 10, Ness Ziona.

hello@glim.co.il · phone 050-6793057 · WhatsApp. This English text is a translation; the Hebrew policy prevails.