At VideoFX, we strive to provide the best AI image and video generation experience. We understand that sometimes things don't work out as expected, which is why we offer a fair and transparent refund policy. Please read this policy carefully to understand your rights and our procedures.
You may be eligible for a refund if all of the following conditions are met:
- Your refund request is submitted within 7 calendar days of the original purchase date
- The 7-day period begins immediately after the transaction is completed
- Late requests (beyond 7 days) are not eligible for consideration
- Less than 5% of the purchased credits have been used
- Credit usage is calculated based on the total credits in the specific purchase
- Free credits and promotional credits are excluded from refund calculations
- You must provide a valid transaction ID or purchase receipt
- The purchase must be traceable in our payment system (Stripe)
- The account requesting the refund must match the account that made the purchase
- Your account must not have any violations of our Terms of Service
- No history of fraudulent activity or refund abuse
- Account must be in active status (not suspended or terminated)
Once you submit a refund request that meets the eligibility criteria:
- Our team will review your request and verify eligibility
- We may contact you for additional information if needed
- You will receive an email notification of the decision
- Approved refunds are processed within 5-7 business days after approval
- The actual time for funds to appear in your account depends on your payment method
Refund delivery times vary by payment method:
- Credit Card: 5-10 business days after processing
- Debit Card: 3-7 business days after processing
- Digital Wallet (PayPal, Google Pay, Apple Pay): 1-3 business days after processing
Note: These timelines are estimates. Actual refund times may vary depending on your bank or payment provider's processing policies.
If you meet all eligibility criteria and have used 0% of your purchased credits, you will receive a refund of the purchase price minus the processing fee (see below).
Example:
- Purchase: $50 for 1000 credits
- Used: 0 credits (0%)
- Processing fee: $50 × 5% = $2.50
- Final refund: $50 - $2.50 = $47.50
If you have used between 0.1% and 4.9% of your purchased credits, you will receive a proportional refund based on unused credits, minus the processing fee:
Refund Amount = Purchase Price × (Unused Credits / Total Credits) - Processing Fee
Example:
- Purchase: $50 for 1000 credits
- Used: 30 credits (3%)
- Unused: 970 credits (97%)
- Usage-based refund: $50 × (970/1000) = $48.50
- Processing fee: $50 × 5% = $2.50
- Final refund: $48.50 - $2.50 = $46.00
All approved refunds are subject to a 5% processing fee to cover payment platform transaction costs and administrative handling. The processing fee is calculated based on the original purchase price.
Processing Fee = Purchase Price × 5%
The processing fee is deducted from the refund amount after any usage-based deductions.
Example:
- Purchase: $50 for 1000 credits
- Used: 30 credits (3%)
- Usage deduction: $50 × (30/1000) = $1.50
- Processing fee: $50 × 5% = $2.50
- Final refund: $50 - $1.50 - $2.50 = $46.00
If you have used 5% or more of your purchased credits, you are not eligible for any refund.
Refunds are not available in the following circumstances:
- Personal dissatisfaction with generated image or video quality
- Output not matching your creative vision or expectations
- Style preferences or subjective quality assessments
- Incorrect prompt input or typos
- Wrong settings or parameters selected
- Misunderstanding of feature capabilities
- Not downloading images or videos before the 14-day deletion period
- Credits used to generate prohibited content
- Activities that violate our Terms of Service
- Abuse of the platform or system manipulation attempts
- Refund requests submitted more than 7 days after purchase
- Claims for purchases made before the 7-day window
- Accounts that have used 5% or more of purchased credits
- Frequent refund requests (abuse prevention)
- Automatic subscription renewals (you must cancel before renewal date)
- Prorated refunds for mid-cycle cancellations (subscriptions are non-refundable once renewed)
To request a refund, follow these steps:
Collect the following details:
- Transaction ID or purchase receipt
- Purchase date and amount
- Account email address
- Reason for refund request
Visit our Refund Application page or email us directly at:
Email: [email protected]
Subject Line: "Refund Request - [Your Transaction ID]"
- Our team will review your request within 1-7 business days
- You will receive an email with the decision
- If approved, refund processing begins immediately
- Funds will be returned to your original payment method
- Check your account based on the refund timeline for your payment type
Before initiating a chargeback with your bank or payment provider, please contact us directly to resolve the issue. Chargebacks can result in:
- Immediate account suspension
- Forfeiture of all remaining credits
- Potential legal action to recover costs
- Ban from future use of VideoFX services
If you initiate a chargeback instead of following our refund process:
- Automatic Account Suspension: Your account will be immediately suspended pending investigation
- Credit Forfeiture: All remaining credits (purchased and free) will be forfeited
- Dispute Resolution: We will provide transaction evidence to your payment provider
- Service Termination: Accounts with successful chargebacks may be permanently banned
We encourage you to:
- Contact our support team first: [email protected]
- Use our refund process outlined above
- Allow us 1-7 business days to address your concerns
- You can cancel your subscription at any time through Account Settings
- Cancellation stops future charges but does not refund the current billing cycle
- You retain access to subscription benefits until the end of the paid period
- Monthly Subscriptions: No refunds for partial months
- Annual Subscriptions: Prorated refunds may be considered within the first 30 days if less than 5% of allocated credits have been used
- Cancellation must be done before the next renewal date to avoid charges
In rare cases, we may consider refunds outside the standard policy for:
- Service Outages: Extended platform unavailability preventing credit usage
- Technical Errors: System errors that prevented successful image or video generation
- Billing Errors: Duplicate charges or incorrect amounts
If you believe you have a special circumstance, please contact us at [email protected] with detailed information.
We reserve the right to modify this refund policy at any time. Changes will be:
- Posted on this page with an updated "created_at" date
- Effective immediately upon posting
- Applied to purchases made after the change date
- Notified via email for material changes
Purchases made before policy changes remain subject to the policy in effect at the time of purchase.
For refund requests, questions, or concerns:
Refund Requests: [email protected]
General Support: [email protected]
Refund Application Form: Submit Refund Request
Last Updated: March 6, 2026
We appreciate your business and strive to ensure your satisfaction with VideoFX. If you have any questions about this refund policy, please don't hesitate to contact us.
