Contact Us & Customer Support
We are here to support your creative workflows. Whether you have questions regarding video processing, billing, credit allocations, commercial licensing, or technical bug reports, our team is ready to assist you.
How Can We Help You?
| Inquiry Type | What to Include | Expected Response |
|---|---|---|
| Billing & Payments | Order ID, Google account email, description of the payment issue | Under 12 business hours |
| Failed Video Jobs | Job ID (if visible), input file format, video duration & resolution | Under 24 business hours |
| API & Bulk Licensing | Monthly volume estimates, preferred integration format, company name | 1 - 2 business days |
| DMCA & Legal Notices | Copyright owner identification, URL/asset link, statement of good faith | 1 - 3 business days |
Billing, Credit Packs & Refund Assistance
If you encounter any discrepancies with your one-time credit pack purchases or account balance, please reach out to our billing support:
- Automatic Credit Restorations: Please note that if a video processing job fails or times out due to server errors, our queue automatically returns the deducted credits to your balance within minutes. You do not need to contact support for transient processing failures.
- 14-Day Refund Requests: If you purchased a credit pack and have not spent any credits, you are eligible for a full 100% refund within 14 calendar days. Please email [email protected] with the subject line
Refund Request - [Order Number]. - Merchant of Record: Online transactions are securely processed by our authorized Merchant of Record partner (Waffo / Stripe / PayPal). Your billing descriptor on your credit card or bank statement will reflect our authorized payment partner.
Technical Support & Bug Reporting Guidelines
To help our engineering team diagnose and resolve processing issues as quickly as possible, please include the following diagnostic details when emailing support:
- File Specifications: The exact video container (e.g.
.mp4,.mov,.webm), resolution (e.g. 1080p, 4K), and frame rate. - Clip Duration: The total length of the clip in seconds.
- Browser & Operating System: Your web browser name and version (e.g. Chrome 130 on macOS Sequoia, Edge 131 on Windows 11).
- Error Message: A screenshot or exact copy of any error message displayed in the web tool.
DMCA & Copyright Infringement Notifications
CutoutVideo respects intellectual property rights and complies with the Digital Millennium Copyright Act (DMCA). Because our service is an automated processing utility that permanently purges all user media within 24 hours, user content is not hosted or indexed publicly.
However, if you believe that content processed through our service infringes upon your copyright or trademark, please transmit a formal written notice to [email protected] containing:
- A physical or electronic signature of the authorized copyright holder or representative.
- Identification of the copyrighted work claimed to have been infringed.
- Information reasonably sufficient to permit us to locate the material.
- Your contact address, telephone number, and official email address.
- A statement that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law.
- A statement, under penalty of perjury, that the information in the notification is accurate.
Business Inquiries & Technical Collaborations
Are you building an automated video editing SaaS, mobile application, or broadcast pipeline that requires dedicated background matting endpoints? We offer bespoke high-concurrency API integrations and private GPU worker deployments. Reach out to our business development team at [email protected] with details about your volume requirements.
CutoutVideo · Distributed Global Cloud Infrastructure · Support Email: [email protected]