Refund & Credit Policy

Last updated: July 13, 2026

Draft for counsel review. Items marked [LIKE THIS] are placeholders that must be completed or confirmed by an attorney before this document is final.

1. The short version

If a render fails, you get the credits back automatically. No ticket, no waiting on support.
Unused purchased credits are refundable for 30 days after purchase.
After 30 days, purchased credits are non-refundable — except where the law of your jurisdiction says otherwise, in which case the law wins.
Free or promotional credits have no cash value and are never refundable.

2. How credits work

VideoPronto runs on credits. You buy credits in packs from [COMPANY LEGAL NAME], and credits are consumed when you use paid features — generating videos, cloning a voice, or running competitor research. The credit cost of an action is always shown before you confirm it. Credits:

Are tied to your account and cannot be transferred or resold;
Have no cash value except as described in this policy;
Do not expire while your account is in good standing — [COUNSEL: several states restrict expiration of prepaid value; confirm no-expiry is retained];
May be forfeited if your account is terminated for a material violation of our Terms of Service (free/promotional credits are always forfeited on termination for cause; purchased credits are handled per Section 5).

3. Failed renders — automatic refunds

Video generation is complex and sometimes a render fails: a provider outage, a timeout, a model error, or a bug on our side. When that happens:

The credits consumed by the failed render are returned to your balance automatically, usually within minutes of the failure being detected;
This applies regardless of whether the failure happened in our systems or at an upstream provider;
You can see every charge and every automatic refund in your credit history.

A render that completes but that you simply don't like is not a failed render — AI output is inherently variable, and prompt results are not guaranteed. That said, if a completed video is materially defective (corrupted file, missing audio, blank frames), contact us within 7 days at [email protected] and we will re-render it or return the credits at our discretion, and we don't intend to be stingy about it.

4. Refunds of purchased credits

4.1 Within 30 days of purchase

You may request a refund of a credit purchase within 30 days of the purchase date, for the unused portion of that pack. Refunds are issued to the original payment method, prorated for credits already spent from that pack, and processed within 10 business days of approval. To request one, email [email protected] from your account email with the purchase date.

4.2 After 30 days

Purchased credits are non-refundable after 30 days, except where applicable law requires a refund — for example, consumer-protection statutes in your state or country that grant longer withdrawal rights. Nothing in this policy limits any non-waivable right you have under the law of your jurisdiction.

4.3 Situations where we always make it right

Duplicate charges or billing errors: refunded in full whenever they occurred, no time limit;
Unauthorized purchases: report them promptly and we will investigate and refund confirmed unauthorized transactions;
Termination without cause by us: if we shut down your account (or the Service) without you having violated the Terms, we refund the unused purchased credits on your balance in full — including past the 30-day window.

5. Chargebacks

Please contact us before disputing a charge with your bank — almost every issue is faster to fix directly. If a chargeback is filed on a purchase, we may suspend the associated credits while the dispute is open. Filing a chargeback on credits you demonstrably spent may result in account suspension for abuse.

6. Free and promotional credits

Credits we grant for free — trial credits, promotions, make-goods, referral bonuses — have no cash value, are never refundable or exchangeable, may carry an expiration date stated at the time of grant, and are consumed before purchased credits when you spend.

7. Subscriptions

If VideoPronto offers subscription plans, subscription fees are charged at the start of each billing period and are refundable only for the current period if you cancel within [X days — set when subscriptions launch] of the charge. Canceling stops future charges and your plan benefits continue to the end of the paid period. Credits included with a subscription follow the promotional-credit rules in Section 6. [COUNSEL: finalize when subscription pricing ships; note state auto-renewal disclosure laws.]

8. How refunds are processed

Refunds go to the original payment method; if that's impossible (expired card, closed account), we will work with you on an alternative permitted by our payment processor;
Approved refunds are submitted within 10 business days; your bank may take additional days to post them;
We never charge a fee to process a refund.

9. Questions

Anything unclear, or a situation this policy doesn't cover? Email [email protected] — a human reads it. This policy is part of our Terms of Service.