Service Policy

1. Service Description

Automatr provides API-based video processing services that include video captioning, video merging, and other related services. This document outlines our service policies, including service availability, performance expectations, and technical limitations.

2. Service Availability

2.1. We strive to maintain 99.9% uptime for our API services, excluding scheduled maintenance windows. Scheduled maintenance will be announced at least 24 hours in advance whenever possible.

2.2. Service availability is calculated on a monthly basis and excludes scheduled maintenance windows and force majeure events.

3. Processing Time Expectations

3.1. Processing times vary based on the complexity and size of the videos being processed. Generally, our services will process requests as follows:

  • Video captioning: Typically 1-5 minutes
  • Video merging: Typically 1-10 minutes depending on the number and size of videos

3.2. These processing times are estimates and not guarantees. Factors such as high system load, unexpected technical issues, or exceptional file sizes may affect processing times.

4. Technical Limitations

4.1 Video Merger Service

  • Maximum number of videos: 7 videos per request
  • Maximum duration per clip: 11 seconds
  • Maximum total duration: 80 seconds
  • Supported formats: MP4, MOV, AVI, WEBM

4.2 Video Caption Service

  • Maximum video duration: 5 minutes
  • Maximum caption count: 100 captions per video
  • Supported video formats: MP4, MOV, WEBM
  • Supported audio formats: MP3, WAV, AAC, M4A

4.3 General Limitations

  • Maximum file size: 100MB per file
  • API rate limits: 100 requests per minute per API key
  • Processing timeout: Jobs that exceed 30 minutes of processing time may be terminated

5. Credit System and Refunds

5.1. Our service operates on a credit-based system, where each API operation requires a specified number of credits.

5.2. Credits are consumed at the time of request submission, before processing begins.

5.3. Automatic refunds are issued in the following circumstances:

  • When a job fails due to system errors on our side
  • When a job fails validation during processing (such as exceeding duration limits)
  • When a job times out or is terminated by our system

5.4. Refunds are not issued for job failures due to:

  • Invalid or inaccessible input URLs
  • Malformed request data
  • Violations of our terms of service

6. Data Retention

6.1. Input files are stored only for the duration needed to process your request and are automatically deleted after processing completes or fails.

6.2. Output files are available for download for 7 days after processing is complete, after which they may be deleted from our servers.

6.3. Metadata about jobs (timestamps, status, and API call information) may be retained for longer periods for billing, debugging, and analytics purposes.

7. Service Support

7.1. Technical support is available via email during standard business hours.

7.2. Support requests are typically processed within 24 business hours.

7.3. Priority support with faster response times is available for enterprise customers.

8. Service Improvements and Changes

8.1. We continuously improve our services and may update service features, limitations, and capabilities over time.

8.2. Significant changes that affect API compatibility will be announced at least 30 days in advance whenever possible.

8.3. We reserve the right to make emergency changes to prevent abuse, ensure security, or address critical issues without prior notice.

9. Contact Information

For questions about our Service Policy, please contact us at [email protected].

Last updated: 4/18/2025