Refund Policy

Scope

This Refund Policy applies to paid subscriptions and one-time credit packs purchased through Vidpixo. It should be read together with our Terms of Service.

Nothing in this policy limits any mandatory consumer rights you have under the laws of your country or region. Where those rights give you more than this policy does, those rights apply.

How Purchases Work

• Credits are the unit of consumption on Vidpixo. A generation task deducts credits only when it succeeds.
• Subscriptions (monthly or annual) are billed in advance and renew automatically at the end of each billing period until you cancel.
• One-time credit packs do not renew.
• Credit validity — credits from monthly plans are valid for 1 month; credits from annual plans and one-time packs are valid for 1 year. The expiry date of each grant is shown on your credits page.
• New accounts may receive free promotional credits. Promotional credits have no cash value and are not refundable.

Cancelling a Subscription

You can cancel at any time from Settings → Billing (/settings/billing).

Cancelling stops future renewals. Unless applicable law requires otherwise, cancelling does not refund the current billing period, and you keep access to your subscription until that period ends. If you cancel shortly before a renewal date, make sure the cancellation has been confirmed before that date — you can check the status on the same page.

How to Request a Refund

Contact us at support@vidpixo.com as soon as possible after the charge — where the law allows, within 14 calendar days of the payment. Please include:

• the email address associated with your account;
• the order or transaction number (available under Settings → Billing and in your invoices);
• the date and amount of the charge;
• a short description of the issue.

Submitting a request does not guarantee approval. We review each request against the payment, your usage of the Service, credit consumption and the specific circumstances.

Situations Where We May Approve a Refund

We may approve a full or partial refund where:

• you were charged twice for the same purchase;
• the charge amount or the item purchased was incorrect;
• purchased credits were not added to your account;
• a persistent technical fault prevented you from using the paid Service, and we could not resolve it;
• there was an unauthorised payment, subject to reasonable account and payment verification;
• applicable law requires a refund.

Situations Where We Normally Do Not Refund

Except where the law requires otherwise, we normally do not refund:

• credits already used to complete image or video generation, or other AI tasks;
• one-time credit packs after a substantial portion of the credits has been consumed;
• unused time remaining on a subscription after cancellation;
• credits that have expired in line with the validity period shown at the time of purchase;
• free, promotional, gifted or manually granted credits;
• dissatisfaction based solely on the subjective style or creative quality of a completed AI result;
• accounts suspended or terminated for violating our Terms of Service.

For unintentional renewals, we may still review the case individually — especially where you contact us promptly and have not substantially used the renewed benefits.

Failed AI Tasks

Credits reserved for an AI task that fails before producing a result are returned to your credit balance automatically. Such returns are credit refunds, not cash refunds.

If credits are not returned within a reasonable time, contact support@vidpixo.com with the task or transaction number.

Approved Refunds

Approved refunds are normally issued to the original payment method. When processing a refund, we may reclaim the corresponding unused credits or paid benefits.

We initiate approved refunds promptly, but how quickly the funds appear is determined by your bank or payment provider. Unless the law requires otherwise, currency-conversion differences, bank fees and payment-provider fees may not be refunded.

Chargebacks and Payment Disputes

Please contact us before starting a chargeback dispute, so we have the chance to investigate and resolve the issue. This does not affect your right to dispute a charge with your payment provider.

Changes to This Policy

We may update this Refund Policy from time to time. Unless applicable law provides otherwise, changes apply from the date they are posted. The revision date is shown at the top of this page.

Contact Us

To request a refund or raise a billing question, contact support@vidpixo.com and include your order number.