Refund Policy

Last updated: February 10, 2026

1. Scope

This Refund Policy applies to purchases made for Video-Generate services, including recurring subscriptions and one-time credit packages.

2. Subscription Cancellations

  • You may cancel your subscription at any time.
  • Cancellation takes effect at the end of the current paid billing cycle unless otherwise required by applicable law.
  • After cancellation, you will not be charged for the next billing cycle.

3. One-Time Credit Purchases

  • One-time credit purchases are generally non-refundable after credits are consumed or used to submit generation requests.
  • If credits have not been used, you may request a review within the refund window described in Section 4.

4. Refund Window

Refund requests should be submitted within 7 calendar days from the payment date. Requests submitted after this period may still be reviewed where required by law.

5. Eligible Refund Scenarios

Refunds may be granted, in full or in part, for example when:

  • Duplicate charges occurred.
  • There was unauthorized or fraudulent payment activity.
  • A verified technical failure prevented delivery of paid credits or core purchased service.
  • A refund is required by applicable consumer protection law.

6. Non-Refundable Scenarios

Refunds are generally not provided in the following cases:

  • Credits have already been consumed.
  • You changed your mind after substantial use of the service or after successful digital delivery.
  • Account restrictions were imposed due to violations of our Terms of Service or Safe Use Policy.

7. How to Request a Refund

Send your request to [email protected] and include:

  • Account email and order reference or transaction ID.
  • Payment date and payment method.
  • A brief explanation of the issue.
  • Relevant evidence (for example, billing screenshots or error details).

8. Review and Processing Time

  • We typically respond to refund requests within 1-3 business days.
  • If approved, refunds are submitted to the original payment method. Settlement timing depends on your payment provider and may take 5-10 business days.

9. Chargebacks and Payment Disputes

If you file a chargeback or payment dispute, we may temporarily restrict account access while the dispute is under review. To avoid delays, please contact support first so we can resolve the issue directly.

10. Payment Processors

Payments may be processed by third-party providers such as Creem, Stripe, and PayPal. Approved refunds are also processed through those providers and are subject to their systems and timelines.

11. Legal Rights

This policy does not limit any non-waivable rights you may have under applicable consumer protection laws.

12. Policy Updates

We may update this Refund Policy from time to time. The latest version will always be posted on this page with an updated effective date.