Refund Policy

1. Overview

At AllVideoModels AI ("AllVideoModels", "we", "our", or "us"), we understand that customer satisfaction is important. However, due to the nature of AI video generation and download services and the substantial computational resources consumed, our refund policy is necessarily limited.

Important: AI video generation consumes significant computational resources the moment you initiate a generation task. These resources are immediately consumed and cannot be recovered. Therefore, refunds are only available in specific circumstances outlined below.

We strongly recommend trying our free 20-credit welcome bonus before purchasing credits or subscriptions to ensure the Service meets your needs.

2. Refund Eligibility

Important Notice: Due to the immediate and irreversible nature of AI computational resource consumption, refunds are extremely limited and available only in exceptional circumstances outlined below.

2.1 Full Refunds Are ONLY Available For:

• Verified Billing Errors: Duplicate charges or incorrect amounts that can be documented with payment receipts (unauthorized family member charges do NOT qualify)
• Critical Service Failures: Complete and continuous inability to access any core Service functionality for more than 72 consecutive hours due to platform-wide technical failures on our end (not third-party AI provider issues)
• Non-Delivery of Credits: Purchased credits or subscription benefits not credited to your account after 48 hours and after contacting support

2.2 Partial Refunds May Be Considered ONLY For:

• Extended Platform Outages: Complete Service unavailability for 7+ consecutive days affecting all users globally (must be documented and verified)
• Systemic Technical Failures: Platform-wide bugs preventing ALL video generation for 5+ consecutive days (isolated issues or third-party model problems do NOT qualify)

2.3 Refunds Are STRICTLY NOT Available For:

The following situations are not eligible for refunds under any circumstances:

• Used Credits: Any credits that have been consumed for video generation tasks (successful or failed due to user input issues). Computational resources are consumed regardless of whether you like the output.
• AI Output Quality: Dissatisfaction with AI-generated video quality, style, or results. AI outputs are inherently unpredictable and subject to the limitations of current AI technology.
• Change of Mind: Simply deciding you no longer want or need the Service
• User Error: Mistakes in prompt writing, file uploading, parameter selection, or misunderstanding of how AI models work
• Failed Generations Due to Input Issues: Generation failures caused by invalid inputs, inappropriate content, copyrighted material, or violations of our Acceptable Use Policy
• Third-Party Model Issues: Availability, performance, or quality issues with third-party AI models (Runway, Pika, Volcano Engine, Luma, etc.) beyond our control
• Subscription Renewals: Auto-renewal charges (you must cancel before the renewal date)
• Expired or Partially Used Subscriptions: Subscriptions more than 3 days old or with significant usage
• Credit Packs with Any Usage: One-time credit packs where even 1 credit has been used
• Account Terminations: Account suspensions or terminations due to violations of our Terms of Service or Acceptable Use Policy
• Inactive Accounts: Failure to use credits before they expire due to account inactivity
• Comparison Disappointment: Dissatisfaction after comparing our Service with competitors

3. Refund Request Timeframe and Strict Usage Limits

General Rule: All refund requests must meet BOTH the eligibility criteria in Section 2 AND the timeframe/usage limits below. Failure to meet any single requirement results in automatic denial.

3.1 One-Time Credit Packs

• Timeframe: Within 7 days of purchase
• Usage Limit: ZERO credits used. If you have used even 1 credit for any purpose (successful generation, failed generation, or testing), the entire pack becomes non-refundable.
• Condition: Account must show no history of refund abuse or suspicious patterns
• Process: Email zhiming.zhao.apply@gmail.com with your transaction ID and reason for refund

Note: The moment you click "Generate Video" and consume credits, computational resources are allocated and costs are incurred. These costs cannot be recovered, making refunds impossible for used credits.

3.2 Subscription Plans

• Refund Availability: Subscription refunds are NOT available except for the specific circumstances in Section 2.1 (billing errors, critical service failures, non-delivery)
• Change of Mind: Not accepted under any circumstances
• Subscription Renewals: Absolutely NOT eligible for refunds. You must cancel before renewal date.
• Annual Plans: NOT refundable regardless of usage or time elapsed

Important: By subscribing, you acknowledge that subscription fees are final and non-refundable. We strongly recommend starting with a monthly plan to test the Service before committing to an annual subscription.

3.3 Special Circumstances (Very Limited)

Extended timeframes or exceptions may apply ONLY for:

• Verified Billing Errors: Documented duplicate charges or unauthorized transactions (requires payment receipts and bank statements)
• Platform-Wide Outages: Complete Service unavailability for 7+ consecutive days with official status page confirmation
• Legal Requirements: Where explicitly required by law in your jurisdiction (e.g., EU 14-day withdrawal for unused services)

Critical Notice: Refund requests must be submitted within 7 days of purchase. Refunds are processed on a pro-rated basis. Any credits already consumed cannot be refunded regardless of circumstances. "Change of mind," dissatisfaction with AI output quality, or user errors are NEVER grounds for refunds.

4. How to Request a Refund

Step 1: Verify Eligibility

Before submitting a refund request, please verify that your situation qualifies under Section 2 above and falls within the applicable timeframe and usage limits in Section 3.

Step 2: Contact Support

Send an email to zhiming.zhao.apply@gmail.com with the subject line "Refund Request" and include the following information:

• Your registered account email address
• Transaction ID or order number (found in your payment confirmation email)
• Date and amount of purchase
• Type of purchase (credit pack or subscription plan)
• Detailed reason for refund request that matches one of our eligible categories
• Supporting evidence:
  • For billing errors: Payment receipts showing duplicate charges
  • For technical issues: Screenshots or error messages with timestamps
  • For service outages: Documentation of inability to access Service

Step 3: Review Process

Our support team will:

• Acknowledge: Respond within 1-2 business days (Monday-Friday, excluding holidays)
• Verify: Check your account usage, purchase date, and eligibility based on this policy
• Investigate: Request additional information or evidence if needed
• Attempt Resolution: Offer alternative solutions such as credit compensation or technical support before processing a refund
• Decide: Approve or deny the refund request within 5 business days

Step 4: Resolution and Processing

If approved:

• You will receive written confirmation of approval via email
• Refund will be processed to your original payment method within 5-7 business days
• Depending on your bank or payment provider, it may take an additional 3-10 business days for funds to appear in your account
• Your account may be suspended or credits revoked if a refund is processed

If denied:

• You will receive an explanation of why your request does not meet our refund criteria
• You may appeal the decision by providing additional evidence within 3 days
• Final decisions are made at our sole discretion

5. Refund Methods and Processing Times

5.1 Original Payment Method

All refunds are issued to the original payment method used for purchase. Processing times vary:

• Credit/Debit Cards: 7-10 business days after approval
• PayPal: 5-7 business days after approval
• Other Payment Methods: As determined by the payment processor

Important: If the original payment method is no longer valid (expired card, closed account), you must provide alternative payment details. Additional verification may be required.

5.2 Alternative Compensation Options

In lieu of a cash refund, we may offer (at our discretion and with your consent):

• Credit Compensation: Equivalent credits added to your account for future use (typically 120% of purchase value)
• Subscription Extension: Extra time added to your current subscription
• Plan Upgrade: Upgrade to a higher-tier plan for the remainder of your subscription period

These alternatives are not available for billing errors or duplicate charges, which always result in cash refunds.

6. Subscription Cancellations vs. Refunds

6.1 Understanding the Difference

Cancellation and refund are two different actions:

• Cancellation: Stops future automatic renewal charges. Your subscription remains active until the end of the current billing period. You can continue using all subscription benefits and credits until expiration. No refund is provided for the remaining subscription time.
• Refund: Returns payment for the current billing period. Only available within 3 days of purchase with minimal usage (see Section 3.2). Immediately terminates subscription access.

6.2 How to Cancel a Subscription

You can cancel your subscription at any time through:

• Your account settings page under "Subscription Management"
• Emailing zhiming.zhao.apply@gmail.com with "Cancel Subscription" in the subject line

Important: To avoid being charged for the next billing cycle, cancel at least 24 hours before your renewal date.

6.3 Pro-Rated Refund Policy

We offer pro-rated refunds for eligible requests within 7 days of purchase. Pro-rated refunds are calculated based on unused time and credits.

7. Chargebacks and Payment Disputes

7.1 Contact Us First

Before filing a chargeback or payment dispute with your bank or payment provider, please contact us at zhiming.zhao.apply@gmail.com. Most issues can be resolved quickly through direct communication.

7.2 Consequences of Chargebacks

Filing a chargeback without first attempting to resolve the issue with us may result in:

• Immediate suspension or termination of your account
• Permanent ban from our Service
• Legal action to recover disputed funds and associated costs
• Reporting to fraud prevention agencies

7.3 Legitimate Dispute Resolution

If you disagree with our refund decision after following the process in Section 4:

• Internal Review: Request escalation to management within 3 days of the decision
• Provide Additional Evidence: Submit any new documentation that supports your case
• Final Decision: Management will review and respond within 5 business days. This decision is final.

8. Fraudulent Refund Requests and Abuse Prevention

We take refund fraud seriously. We reserve the right to:

• Deny Refunds: For accounts showing patterns of suspicious activity, excessive refund requests, or abuse
• Suspend or Ban Accounts: Permanently prohibit users who engage in refund fraud or abuse
• Report to Authorities: File reports with law enforcement for fraudulent activity
• Pursue Legal Action: Seek damages for fraudulent chargebacks, including legal fees and processing costs
• Share Information: Report fraudulent users to payment processors and fraud prevention networks

Examples of refund abuse: Repeatedly purchasing and refunding credits, using services extensively then requesting refunds, filing false claims of service issues, or coordinating refund fraud with multiple accounts.

9. Special Circumstances and Exceptions

9.1 Promotional Offers and Discounts

• Refunds for purchases made with promotional codes or discounts are calculated based on the discounted price you paid, not the original price
• Special promotional offers may have different refund terms stated at the time of purchase
• Bundle purchases are refunded as a whole; individual components cannot be refunded separately

9.2 EU Consumer Rights

For customers located in the European Union:

• You have the right to withdraw from a distance contract within 14 days without giving any reason (EU Consumer Rights Directive)
• However, by using any credits to generate videos, you expressly agree to the immediate performance of the contract and acknowledge that you lose your right of withdrawal
• The 14-day withdrawal period only applies if you have not used any credits

9.3 Enterprise and Custom Agreements

Enterprise customers with custom contracts or service level agreements (SLAs) may have different refund terms specified in their contracts. Those terms supersede this general refund policy.

10. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be:

• Posted on this page with an updated "Last Updated" date
• Communicated via email for significant changes at least 30 days before taking effect
• Applied to purchases made after the effective date of the changes

Important: Purchases made before a policy change are governed by the refund policy in effect at the time of purchase, except where required by law.

11. Contact Information

For refund requests, questions, or concerns about this policy, please contact us at:

• Email: zhiming.zhao.apply@gmail.com