Refund Policy

Effective October 12, 2026 · Version 2026-10-12

One-time credits and ordinary purchases

Credit packs are one-time purchases with no automatic renewal. Purchased credits do not expire and can be kept for future use. We do not offer voluntary cash refunds for unused or partially used packs or a change of mind. The billing and service exceptions below and your mandatory consumer rights take precedence.

Credit returns are not payment refunds

Credits are reserved when a generation task is saved. Confirmed failed or canceled generations automatically return the credits reserved for that task to the original pack. This does not initiate a cash refund through Stripe. Credits from a refunded pack or a pack under dispute review remain subject to that pack’s payment restrictions.

A timeout or an uncertain submission is not automatically treated as a failure: the provider may already have accepted it. Contact support with the task reference and avoid submitting the same video again while we investigate.

Payment and service exceptions

Payment succeeded but credits are missing: we verify the original payment and restore the purchased credits. If we cannot deliver them, we refund the undelivered purchase.
Duplicate billing: we verify the settled charges and refund the amount collected in error. Two intentionally purchased packs are not automatically duplicate billing.
Stalled tasks, inaccessible results or material delivery defects: we review the task, provider records, available files and the specifications shown before generation. We offer an appropriate repair, restoration or replacement. If we cannot resolve a verified delivery problem, an appropriate cash refund is available after review.
Prolonged service unavailability: you may request review of affected purchased credits. We provide a remedy or refund for service we cannot deliver; we will not repeatedly return unusable credits as the only remedy.

A successfully delivered generation is not ordinarily refundable solely because of a subjective style preference. Provider success alone does not prove that a usable file was delivered. A broken link at initial delivery is reviewed as a delivery issue. Download completed files promptly: provider links can expire, and we do not offer a permanent cloud video archive.

Refund amounts and corresponding credits

Approved refunds use the amount actually paid for the affected order, not today’s pack price. A refund for eligible unused credits is calculated proportionately, rounded to the nearest cent and reduced by previous refunds. Compensation for consumed service is reviewed separately. Promotional or free credits have no cash refund value. We do not compensate the same issue twice with both retained replacement credits and a cash refund.

A full pack refund removes that pack’s remaining credits. A partial refund adjusts only the corresponding credits or service entitlement. Credits associated with a pending refund or credit-allocation review may be held until it is resolved. Unrelated packs are not revoked.

Requests and support deadlines

Email connesnet08@gmail.com with your account email, order or task reference, a description of the issue and any relevant screenshots. Do not send passwords, full card details or API keys.

We respond within 2 business days, complete the review within 5 business days after receiving the necessary information, and initiate an approved refund within 2 business days. Business days are Monday–Friday, measured in UTC+8. If external investigation causes a delay, we explain the reason and provide the next update date within the review period.

Report billing or delivery problems promptly so we can investigate. This policy does not shorten any statutory claim or withdrawal period.

Payment method and bank processing

Approved cash refunds are normally returned through Stripe to the original payment method. Card refunds typically appear within 5–10 business days after initiation, depending on the bank. This bank processing time is separate from our response, review and initiation deadlines. We notify you of refund delays or failures and help resolve them. If an original-method refund fails, we arrange an appropriate alternative with you.

Payment disputes and accounts

A bank payment dispute is different from a normal refund. The affected pack’s remaining credits may be temporarily restricted while the dispute is reviewed. A favorable outcome restores eligible credits, taking any separate refunds into account; an unfavorable outcome adjusts the corresponding rights. A refund or dispute does not automatically close your account or remove unrelated purchased credits.

Mandatory consumer rights

Nothing in this policy limits mandatory rights or remedies under applicable consumer law, including any applicable withdrawal rights or remedies for non-delivery or defective service. Where the law provides different deadlines or refund entitlements, those rights take precedence. Accepting our Terms or this policy does not by itself waive a statutory withdrawal right.