Refund Policy

General Refund Policy

At VEO 3 Video Generator, we strive to provide exceptional AI video generation services and a transparent refund process. This policy outlines the terms and conditions for refunds on our platform and applies to all purchases made through Stripe or other authorized payment methods.

Credit-Based Service Model

VEO 3 Video Generator operates on a credit-based system in which users purchase credits to generate AI videos. Each generation consumes a certain number of credits depending on:

• Video duration and complexity
• The specific AI model and features used
• Additional 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: If a video fails to generate due to a system error or technical fault on our side, and credits were consumed.
• Service Outages: Extended outages lasting more than 48 hours that prevent credit usage.
• Billing Errors: Duplicate charges or incorrect billing amounts.
• Unused Credits: Credits unused within 30 days of purchase, provided that refund conditions are met.

Not Eligible for Refund

Refunds will not be issued under the following situations:

• Successful Generations: Credits used for successfully generated videos, regardless of satisfaction with the outcome.
• User Errors: Credits consumed due to inaccurate prompts, misuse, or policy violations.
• Content Violations: Credits used for content that breaches community guidelines or applicable laws.
• Model Limitations: Credits consumed when the system performs as intended but does not meet personal creative expectations.
• Expired Credits: Credits that have passed their validity period (typically 12 months from purchase).
• Partially Used Packages: Refunds will not apply if more than 20% of a credit package has been used.

Refund Process and Timeline

How to Request a Refund

1. Contact Support: Email [email protected] with the subject line “Refund Request.”
2. Provide Details: Include your account email, transaction ID, and a clear explanation of the issue.
3. Attach Documentation: Screenshots or system messages (if applicable) will help expedite the process.
4. Review Period: Our team will review your case within 2–3 business days.

Refund Timeline

• Assessment: 2–3 business days for review
• Processing: 5–7 business days after approval
• Payment Method: Refunds will be issued via the original payment method (Stripe)
• Bank Handling: Additional 3–10 business days may apply depending on your financial institution

Subscription Services

Subscription Management

• All subscriptions are billed through Stripe and renew automatically unless cancelled before the renewal date.
• Users can cancel subscriptions anytime; cancellations take effect at the next billing cycle.

Pro-Rated Refunds

If you cancel an active subscription, unused portions of the current billing period may be eligible for pro-rated refunds, depending on usage.

Annual Subscription Refunds

Refunds for annual subscriptions will be subject to a deduction of handling fees prior to issuance.

Billing Issues

Any incorrect or duplicate charges will be reviewed and refunded as appropriate.

Partial Refunds and Credit Restoration

In some cases, instead of a full refund, we may offer alternative resolutions, such as:

• Credit restoration for failed generations
• Bonus credits as goodwill compensation
• Service extensions for affected users
• Priority support for users experiencing repeated technical issues

Dispute Resolution

If you disagree with a refund decision:

• Appeal: Submit an appeal within 14 days of receiving our initial response.
• Management Review: Your case will be reviewed by senior support staff.
• Final Decision: The management decision will be considered final.
• External Resolution: You may also contact Stripe or your payment provider if you wish to pursue an external dispute.

Special Circumstances

We may grant exceptions in certain verified cases such as financial hardship, medical emergencies, natural disasters, or other serious personal circumstances. Such cases are reviewed individually, and supporting documentation may be required.

Legal Compliance

We comply with all relevant consumer protection and refund laws applicable to our jurisdiction and that of our users. Where local laws provide greater refund rights, those laws will take precedence.

Changes to This Refund Policy

We may update or modify this refund policy at any time. Changes take effect immediately upon posting to our website. Users will be notified of significant updates via email or in-app notification.

Contact Information

For refund requests or questions regarding this policy, please contact:

• Email: [email protected]
• Subject Line: “Refund Request” or “Refund Policy Question”
• Website: www-veo.com
• Response Time: Typically within 24–48 hours

Acknowledgment

By purchasing credits or subscriptions and using VEO 3 Video Generator, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy works together with our Terms of Service and Privacy Policy.