We want customers to understand clearly when a refund is available and how to request one. Because Vidancy provides immediate access to digital software, AI generation, credits, and subscription features, the rules below apply to purchases made through our website or app.
Payments on Vidancy are processed by Stripe. Vidancy remains the seller and merchant of record; Stripe acts solely as our payment service provider and processes cards, bank transfers, and similar payment methods on our behalf.
When you purchase a paid subscription or credit pack, the contract for the digital product is entered into directly with Vidancy. Customer service, billing questions, refund requests, and contract notices should therefore be sent to us at [email protected].
You can manage your subscription, view receipts, update payment methods, and cancel future renewals through:
Paid subscriptions renew automatically unless cancelled before the next renewal date. You can cancel future renewals through the Billing page (customer portal), the link in your Stripe receipt email, or by contacting support.
If you cancel, you will normally keep access to paid features until the end of the current billing period. Cancellation does not automatically create a refund for the current period, and we do not offer partial or pro-rata refunds for unused time, except where required by applicable law.
Vidancy subscriptions include credits, generation minutes, exports, or similar digital usage allowances. Credits and usage allowances are not money, have no cash value, are non-transferable, and are non-refundable except where required by law or expressly stated in this policy.
When generation begins. Generation begins as soon as you submit a generation request (for example by clicking Generate, Render, Export, or any equivalent action in the Vidancy interface or API). At that point, computing resources are reserved and consumed, and the credits associated with that request are deducted, regardless of whether you ultimately download, publish, or use the resulting output.
AI video generation consumes computing resources once processing starts. Completed generations, previews, renders, exports, or other processed outputs are chargeable even if you decide not to download, publish, or use the result.
Because AI-generated video can be experimental and creative results may vary, dissatisfaction with style, quality, prompt interpretation, or creative outcome is not by itself a technical failure and does not qualify for a refund or credit restoration.
If you are a consumer residing in the European Union, European Economic Area, the United Kingdom, or Switzerland, you may have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason. This right generally applies to one-off purchases and to the first payment under a subscription contract, unless an exception applies. After a free trial period ends, a new 14-day withdrawal period applies to the first paid charge.
Vidancy provides actual digital content (videos, renders, exports) only when you actively redeem credits by submitting a generation, render, or export request. Purchasing a paid subscription only adds credits or usage allowances to your account; it does not, by itself, supply any digital content to you. For that reason, your 14-day withdrawal period continues to apply after purchase, even though credits have been added to your account, and it expires only when you submit your first generation, render, or export request that uses or consumes those credits.
By submitting your first generation, render, or export request after a paid purchase, you expressly consent to immediate performance of the digital content contract and acknowledge that, from that point onward, you lose your statutory right of withdrawal for that purchase, to the extent permitted by applicable consumer law. Until that first request is submitted, you may withdraw within the 14-day period and receive a full refund.
If only part of a credit allowance has been used when you exercise a valid withdrawal right, applicable law may entitle you to a partial refund proportionate to the credits, generations, exports, renders, or other digital access already provided. We may also, at our discretion, refund or restore unused credits as described in Section 6, even where no statutory entitlement applies.
Nothing in this policy limits mandatory consumer rights that cannot legally be excluded, including rights where a digital service is not supplied as described, is defective, or mandatory law requires a refund.
We review refund requests case by case, subject to the timeframes in Section 9 (How to Request a Refund). We may grant a refund, partial refund, account credit, or credit restoration at our discretion or where required by law, including in situations such as:
If a generation fails because of a verified Vidancy platform error, we may restore the affected credits instead of issuing a cash refund. Successful generations that simply do not match your expectations are not considered failed generations.
Refunds are usually not available for:
If you believe a charge is incorrect or you are unhappy with a purchase, please contact us first at [email protected]. In most cases we can resolve issues faster than a bank or card-issuer dispute.
Filing a chargeback or payment dispute without first attempting to resolve the issue with us may be treated as refund abuse. We may suspend or terminate accounts associated with chargeback abuse, fraud, or other manipulative behaviour, and our payment processor may decline future transactions in such cases. Nothing in this section limits your statutory rights.
Timeframes. Refund requests must be submitted within the following periods, calculated from the original transaction date:
How to contact us. Email [email protected] and include your account email, the order or invoice number, the purchase date, and a short explanation of the issue. We aim to respond to refund requests within 5 business days.
Processing. Eligible refunds are returned to the original payment method where possible and are processed through Stripe within up to 10 business days of approval. The exact time for the refunded amount to appear in your account depends on Stripe and your bank or card issuer.
If a refund is granted for a subscription, plan, or credit purchase, related access, credits, exports, or paid features may be removed or downgraded immediately.
This Refund Policy forms part of our Terms and Conditions. Please also review our Privacy Policy. If there is a conflict between this policy and mandatory law, mandatory law prevails.