Refund Policy

Last Updated: 2026.01.23

General Refund Policy

This Refund Policy applies to purchases made through vowo.ai, an independent AI-powered video generation platform. It explains the terms and conditions under which refunds may be granted for credits, subscriptions, or other paid services.

All payments are processed through Stripe or other authorized payment providers.

Credit-Based Service Model

vowo.ai operates on a credit-based system. Users purchase credits that may be used to generate AI-powered video content through the Service.

The number of credits consumed per generation may vary based on factors such as:

  • Video duration and complexity
  • The specific AI model or features selected (including, where applicable, third-party AI models)
  • Optional tools such as audio generation, style filters, or motion controls
  • Output resolution and rendering quality

Refund Eligibility

Eligible for Refund

Refunds may be granted under the following circumstances:

  • Technical Failures: Generation fails due to a system error on our side and credits were consumed.
  • Service Outages: Extended service outages lasting more than 48 consecutive hours that prevent credit usage.
  • Billing Errors: Duplicate charges or incorrect billing amounts caused by processing errors.
  • Unused Credits: Credits that remain unused within 30 days of purchase, subject to review and eligibility conditions.

Not Eligible for Refund

Refunds will not be issued in the following situations:

  • Successful Generations: Credits used for successfully generated content, regardless of subjective satisfaction.
  • User Errors: Credits consumed due to inaccurate prompts, misuse, or violations of our Terms of Service.
  • Content Violations: Credits used for content that violates applicable laws or platform guidelines.
  • Model Limitations: Credits used when the Service performs as intended but does not meet personal creative expectations.
  • Expired Credits: Credits that have exceeded their validity period (typically 12 months from purchase).
  • Partially Used Packages: Credit packages where more than 20% of the credits have already been consumed.

Refund Process and Timeline

How to Request a Refund

To request a refund, please contact us at [email protected] with the subject line "Refund Request."

Please include:

  • The email address associated with your account
  • The relevant transaction ID
  • A brief explanation of the issue
  • Supporting screenshots or system messages, if applicable

Refund Timeline

  • Review Period: 2–3 business days
  • Processing Time: 5–7 business days after approval
  • Refund Method: Original payment method used via Stripe
  • Bank Processing: An additional 3–10 business days may apply, depending on your financial institution

Subscription Services

Subscription Management

Subscriptions are billed through Stripe and renew automatically unless cancelled prior to the renewal date.

Users may cancel subscriptions at any time; cancellations take effect at the end of the current billing cycle.

Pro-Rated Refunds

Where permitted by applicable law and depending on usage, unused portions of an active subscription period may be eligible for a pro-rated refund.

Annual Subscriptions

Refunds for annual subscriptions, if approved, may be subject to reasonable administrative or handling fees.

Partial Refunds and Alternative Resolutions

In certain cases, we may offer alternative remedies instead of a full refund, including:

  • Restoration of credits for failed generations
  • Bonus credits as goodwill compensation
  • Service extensions for affected users
  • Priority technical support

Dispute Resolution

If you disagree with a refund decision:

  • Appeal: You may submit an appeal within 14 days of our initial response.
  • Review: Appeals are reviewed by senior support staff.
  • Final Decision: Decisions following appeal are final.
  • External Resolution: You may also pursue resolution through Stripe or your payment provider, in accordance with their dispute procedures.

Special Circumstances

We may consider exceptions on a case-by-case basis in verified circumstances such as financial hardship, medical emergencies, natural disasters, or other serious personal situations. Supporting documentation may be required.

Legal Compliance

This Refund Policy complies with applicable consumer protection and refund laws. Where local laws provide greater rights than this policy, those laws will prevail.

Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will take effect upon posting on the vowo.ai website. Material changes may be communicated via email or in-service notification.

Contact Information

For refund-related questions or requests, please contact:

Acknowledgment

By purchasing credits or subscriptions and using the Service, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of and should be read together with our Terms of Service and Privacy Policy.