Refund Policy

If you bought credits and have not spent them, you can have your money back for any reason within 30 days of that purchase. You do not have to justify it. Email support@avideoai.com from the address on your account and tell us which purchase you mean.

We refund to the original payment method through Stripe. It usually reaches you in five to ten working days, depending on your bank. The matching credits are removed from your balance when the refund is issued.

If you have spent some of a pack but not all of it, we refund the unused portion pro rata.

Once a credit is spent on a generation it is not refundable. The moment you submit a job we are charged by the AI provider that runs it, and that cost stands whether or not you like the result. Generated videos are also downloadable immediately, so a refund after the fact would mean paying for something you already have.

“I did not like the video” is not, on its own, grounds for a refund. AI generation is probabilistic and results vary — this is why the smallest pack is deliberately small, so trying the product is cheap.

You are not charged for a generation that does not produce a video. If a job fails — the provider refuses it, times out, or returns something unusable — the credits go back to your balance automatically, usually within seconds and at most within a few minutes.

The card for a failed video in your library tells you whether the refund actually landed. If it says the refund did not go through, email support@avideoai.com and we will fix it by hand. We would rather send you here than tell you your credits are back when they are not.

Videos are stored for 90 days and then deleted, which is stated on the pricing page, in the FAQ, and on the video itself. A video that was delivered and downloadable for 90 days has been supplied in full, so no refund is due once it expires. Download anything you want to keep.

If something has gone wrong, please email us first. We would much rather refund you directly — it is faster for you than a bank dispute, and it costs us less.

If you do file a chargeback, this is what happens automatically when your bank notifies us:

• Your remaining credit balance is set to zero — including credits from other purchases, not just the disputed one.
• Your account is flagged for review.
• We may decline to serve the account in future, and we may contest the dispute with Stripe using our records of what you generated and when.

This is not a penalty; it is what a chargeback means. You have told your bank the payment was not legitimate, so the credits it bought cannot stay spendable. If a chargeback was filed in error — banks do this — email support@avideoai.com and we will sort it out.

Nothing in this policy affects rights you have by law. Consumers in some countries — including the EU and UK — have a statutory right to cancel a digital purchase within 14 days, which can be waived where you ask for immediate access and acknowledge losing the right. Where that right applies and has not been validly waived, it takes precedence over anything on this page.

Where we suspend or close an account for breaching the Terms of Service — in particular the prohibited content rules — unused credits are not refunded. If we close an account for any other reason, including if we stop offering the service, unused credits are refunded in full.

Email support@avideoai.com from the address on your account. Tell us which purchase you are asking about and roughly what went wrong — you do not need a reason for an unused-credit refund inside 30 days, but it helps us fix things. We aim to answer within two working days.