Refund Policy

A failed video should not cost you credits. This policy explains the difference between a failed generation, a question about a completed video and a request to refund a payment. Read it together with our Terms of Service.

Failed video generation

A failed generation does not cost credits. If a failed task appears to have reduced your balance, contact us with its support reference so we can check the task and credit records.

A task that is still processing, or whose outcome is unclear, is not yet a confirmed failure. Check its saved status before starting another request. If it stays unresolved, contact support rather than repeatedly submitting the same video.

One-time credit packs

Credit packs are one-time purchases and do not renew. Pack credits are valid for 365 days.

If you want to request a payment refund, email us with your order reference and explain the reason. Tell us whether you have used any credits from the purchase. Requests are reviewed individually based on the payment record, credit usage and circumstances, subject to applicable consumer rights.

Unused credits do not automatically trigger a refund, and this policy does not promise a fixed refund window or a proportional refund for a partly used pack. Contact us before purchasing if you need clarification.

Subscriptions and renewals

You can manage or cancel your subscription in Billing. A scheduled cancellation stops the next renewal and takes effect on the date shown in your billing details. It does not automatically refund a previous monthly or yearly payment.

For a question about an initial subscription payment, renewal or yearly purchase, send the relevant order reference and describe what happened. We review payment refund requests individually; submitting a request does not guarantee approval. If you do not want another renewal, cancel the subscription as well as contacting support.

Problems with a completed video

AI-generated videos can vary in facial resemblance, pronunciation, lyrics and movement. A completed video that differs from your expectations is reviewed separately from a failed generation.

If the result has a problem, send its task reference and a short description. We will assess the issue; a report does not automatically entitle you to a free remake, replacement credits or a payment refund. Review the available settings and AI limitations before generating.

Duplicate or unexpected charges

Contact us if you believe you were charged twice, received the wrong purchase or cannot find credits after a successful payment. Include the order references, payment dates and amounts you can identify. Do not send full card details.

How to request help or a refund

Email support@airapvideo.studio, preferably from the email associated with your account, or use the feedback icon at the bottom right of any page.

Include:

• Your order or receipt reference, if the issue concerns a payment.
• Your task or support reference, if the issue concerns a video.
• A brief explanation of the problem and the outcome you are requesting.
• Relevant payment dates or screenshots, with unrelated personal information hidden.

We may need further information to verify the purchase and investigate the request. Never send your password, full card number or card security code.

Credits and payment refunds are different

Returning credits to your account lets you use the service again. A payment refund returns money through the payment processor. One does not automatically imply the other.

If a payment refund is approved, we will confirm the amount and how it will be returned. Bank and payment-provider processing times vary; approval does not mean the money will appear immediately. Any adjustment to associated credits or subscription access will be explained when the request is resolved.

Payment disputes and your rights

You can contact support about a billing problem before raising a dispute with your payment provider. This does not restrict your right to contact your bank or exercise rights under applicable law. Nothing in this policy excludes mandatory consumer protections.

Contact

For refund, credit or subscription questions, email support@airapvideo.studio. See our Privacy Policy for how information in your request is handled.