Refund Policy

**Service Unavailability**: - Service is unavailable due to our technical failures - Must be requested within **7 days** of purchase - Requires detailed problem description and screenshot evidence **Automatic Refunds**: - Credits are automatically refunded when video generation fails - No manual application needed, instant credit return

**Duplicate Charges**: - Duplicate charges due to system errors - We will refund the full duplicate amount **Incorrect Billing**: - Actual charge does not match displayed amount - We will refund the difference

**First-Time Purchase**: - Credits unused within **7 days** of purchase - Full refund available - Limited to first-time purchasers only **Special Circumstances**: - Account mistakenly suspended preventing usage (after verification) - Major changes to our Terms of Service affecting your usage

- Credits used for video generation (regardless of satisfaction with results) - Consumed API quota - Downloaded video content **Note**: Once a video is successfully generated, credits cannot be refunded even if you're unsatisfied with the result. We recommend carefully reviewing your prompt and settings before generation.

- Credits purchased more than **7 days** ago - Monthly or annual subscriptions with started billing cycle - Partially used credit packages (even within 7 days) **Exception**: Refund requests due to technical issues are not subject to the 7-day limit.

- Account termination due to violation of our Terms of Service or usage policies - Generating content that violates our content policy - Service or system abuse - Fraudulent refund requests **Serious Violations**: We reserve the right to deny refunds and permanently ban accounts.

- Started subscription periods (monthly/annual) - Partial usage periods of subscription services - Auto-renewal after free trial period ends **Subscription Cancellation**: You can cancel anytime, but current period fees are non-refundable. After cancellation, you can continue using the service until the current period ends.

**Contact Method**: - Email: **support@veo3o1.com** - Subject: [Refund Request] + Your Order Number **Required Information**: 1. Order number or transaction ID 2. Registered email address 3. Detailed refund reason 4. Relevant screenshots or supporting materials (if applicable) 5. Preferred refund method **Tip**: Providing detailed and accurate information will expedite the review process.

**Review Time**: - We will complete the review within **5-7 business days** of receiving your request - Complex cases may require additional time; we will notify you promptly **Review Criteria**: - Verify order information and account status - Check eligibility for refund - Validate supporting materials - Assess reasonableness of refund request **Review Results**: - **Approved**: We will notify you of refund details and estimated arrival time - **Denied**: We will explain the reason; you may appeal with additional materials

**Refund Method**: - Refunded to your original payment account - Alternative methods may be negotiated in special cases **Refund Timing**: - Processed within **7-14 business days** after approval - Actual arrival time depends on payment channel and bank processing - International payments may take longer **Refund Amount**: - Usually the original payment amount - Exchange rate at refund time applies if currency conversion is involved - Does not include third-party payment fees (if any) **Refund Confirmation**: - Confirmation email sent upon refund completion - Please check your payment account and email

- Free credits from promotions are non-refundable - Bonus credits are not included in refund amounts - Credits purchased during promotions follow standard refund policy

- Refund policies for custom enterprise packages may differ - Please refer to your enterprise service agreement - Contact your account manager for questions

- In certain situations, we may offer partial refunds - Example: Limited usage due to service interruption - Partial refund amounts determined by our customer service team

- Maximum **3 refund requests** per account within **30 days** - Frequent refund requests may trigger account review - We reserve the right to deny suspicious refund requests

- Corresponding credits will be deducted upon refund completion - Your account will revert to pre-refund state - Content generated with refunded credits may be deleted - Account will not be closed (unless policy violations occur)

- Appeals may be filed within **14 days** of refund decision - Email support@veo3o1.com with subject [Refund Appeal] - Provide additional supporting materials and explanation - We will re-review your case

- This refund policy may be updated periodically - Major changes will be announced via email or website notice - Updated policies apply only to new purchases - Historical purchases remain subject to the policy at time of purchase

**Q: Can I request a cash refund?** A: Refunds are returned to your original payment account. We do not provide cash refunds. **Q: Are there fees deducted from refunds?** A: We do not charge refund fees, but third-party payment platform fees (if any) are non-refundable. **Q: Can I transfer credits to another user?** A: No. Credits are non-transferable and non-tradable. If you don't want to use them, you may request a refund (if eligible).

**Q: Why does the refund take so long?** A: Refunds require multiple steps including review, processing, and bank settlement. We strive to minimize processing time. **Q: Can I expedite my refund?** A: In urgent cases, please mention it in your request email. We'll try to prioritize, but cannot guarantee.

**Q: Are credits automatically refunded when video generation fails?** A: Yes, the system automatically detects generation failures and immediately refunds credits without manual application. **Q: How can I view my refund history?** A: Log into your account and check the "Credit Manager" page to see all credit transactions, including refunds.