Refund Policy

Scope

This policy applies to paid plans, prepaid memberships, one-time credit packs, and other digital services purchased through China Video AI. It should be read with our Terms of Service, Privacy Policy, and Acceptable Use Policy.

Digital delivery

China Video AI is a digital service. Access to paid features and credits is normally delivered immediately after the payment provider confirms the transaction. Credits are consumed when a generation task is submitted according to the displayed model, duration, quality, reference, and audio settings.

Eligible refunds and corrections

Subject to applicable law, we may approve a refund, correction, or credit restoration when:

• the same transaction was charged more than once;
• payment was completed but the purchased credits or access were not delivered;
• a generation task failed and the normal automatic credit return did not occur;
• a material service error caused a paid feature not to be delivered; or
• unused credits from a one-time pack are reported within 7 days of purchase and no credits from that pack have been consumed.

We may ask for the account email, order number, transaction ID, task ID, payment receipt, and a description of the issue. A refund is not guaranteed merely because an output is different from an imagined result; AI output varies by model and settings.

Subscriptions and prepaid plans

You may cancel a recurring subscription from the account billing area when that option is available. Cancellation stops future renewal charges and normally leaves access active until the current paid period ends. It does not automatically refund the current period.

Prepaid monthly or yearly access and one-time credit packs are not recurring subscriptions. Once access or credits have been delivered, unused time or credits are generally non-refundable except for the eligible cases above or rights required by law.

Non-refundable situations

Unless applicable law requires otherwise, we do not refund:

• credits already consumed by submitted tasks;
• completed generations that were delivered but not used;
• purchases made after a user violated the Terms or Acceptable Use Policy;
• requests based only on dissatisfaction with a model's creative output; or
• duplicate requests where the original payment and entitlement were correctly delivered.

How to request a refund or billing review

Email support@chinavideoai.com with the subject Refund or Billing Review. Include your account email, order number, transaction date, amount and currency, payment provider, and the relevant task or subscription ID. Please do not email card numbers, passwords, or payment credentials.

We aim to acknowledge ordinary requests within 1–2 business days. Approved refunds are sent to the original payment method. The payment provider or bank may take additional time to display the refund. We may ask you to contact us before opening a payment dispute so we can investigate the records and correct a genuine billing error quickly.

This policy does not limit any mandatory refund, cancellation, withdrawal, or consumer rights that apply under the law governing your transaction.

Contact

For refund, cancellation, or billing questions, contact support@chinavideoai.com.