Refund Policy

This Refund Policy applies to PromoVideo subscriptions and one-time credit purchases completed through Creem. Creem is our Merchant of Record and processes payments, applicable taxes, approved refunds, and payment disputes. This Policy does not limit any mandatory consumer rights that apply in your jurisdiction.

Video generation consumes paid AI inference, GPU compute, storage, bandwidth, and third-party processing resources as soon as a task is submitted and executed. Once credits have been used for a successfully completed generation, those credits and the corresponding portion of the purchase are non-refundable.

AI-generated results are inherently variable and subjective. A result that does not match your taste, creative expectations, preferred motion, exact prompt interpretation, or desired marketing performance is not considered a service failure. Because the underlying compute has already been consumed, dissatisfaction with a completed output is not eligible for a cash refund or credit refund.

If PromoVideo or an upstream generation provider reports that a video task failed before a usable result is delivered, the credits charged for that task may be restored automatically to your PromoVideo balance. A credit restoration is not a cash refund and will not create a second entitlement where credits were already returned.

Temporary delays, queueing, or a generation still in progress do not qualify as failures. If a task appears stuck, contact support with the task ID so we can verify its final status before making an adjustment.

We may review requests involving a verified duplicate charge, a successful payment where purchased credits were never delivered, an incorrect amount caused by a billing error, or a wholly unused purchase where applicable law requires or permits a refund. Approval is not automatic and depends on account activity, credit usage, transaction records, applicable law, and Creem's payment policies.

Canceling a subscription stops its next renewal but does not normally refund the current billing period. You retain access to the applicable plan benefits until the end of that period unless otherwise stated. Credits already used remain non-refundable, and unused subscription credits are handled according to the plan terms shown at purchase.

Contact us at connect@promovideo.ai and include your account email, Creem order or transaction ID, purchase date, amount, and a clear description of the issue. Requests must be made promptly after discovering the billing problem. We may ask for additional information to verify the account and generation history.

Approved cash refunds are issued through Creem to the original payment method. Bank and payment-network processing times vary. Refunded or disputed purchases may result in the removal of unused credits and the suspension of associated benefits. Fraudulent requests, repeated chargeback abuse, or attempts to retain content after reversing its payment may lead to account restriction or termination.

For refund and billing questions, contact connect@promovideo.ai before initiating a payment dispute so we have an opportunity to investigate and resolve the issue.