Refund Policy

1. Payment Processing

All payments are currently processed by Waffo Pancake, our payment processor and Merchant of Record, with Creem retained as a backup processor. Your payment statement will show "Waffo" or "Creem" as the merchant name, depending on which processor handled your transaction.

Payment card data is exclusively processed by our PCI-DSS compliant payment processors and is not stored on our servers.

2. Subscription Plans (V1)

We offer subscription plans to access this Service, including monthly and annual subscription plans. For current plan details and pricing, please visit /pricing.

3. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for all first-time subscribers. If you're not satisfied with our service within the first 14 days of your subscription, you may request a full refund.

• Annual plans: Full refund within 14 days of initial purchase.
• Monthly plans: Full refund for the first month if requested within 14 days of signup, provided usage has not exceeded 50% of the plan quota.

4. Standard Refund Policy

After the 14-day guarantee period:

• Monthly plans: No refunds for subsequent months. You can cancel anytime to prevent future charges.
• Annual plans: Pro-rated refunds may be considered on a case-by-case basis for remaining unused months.
• Usage-based charges: No refunds for video generations already used or credits already consumed.

5. Additional Refund Circumstances

Refunds may also be granted in the following circumstances:

• Duplicate Charges: Full refund for duplicate charges caused by billing errors.
• Verified Service Interruption: If service is unavailable for more than 72 consecutive hours due to reasons attributable to us, you may request a pro-rated refund or service credit.
• Legal Rights: Where applicable law grants revocation or refund rights (such as the EU/UK 14-day cooling-off period), such rights are preserved.

6. Non-Refundable Items

• Fees for subscription periods already used (except in Section 5 circumstances)
• Annual subscription refund requests made more than 30 days after initial purchase
• Accounts closed for violation of our Terms of Service or Acceptable Use Policy
• Used video generations or consumed credits

7. Processing Time

Approved refunds are typically processed within 5-10 business days and returned to the original payment method. We will send a confirmation email within 2 business days of receiving your request.

8. How to Request a Refund

To request a refund, contact our support team with:

• Your account email address
• Date of purchase
• Transaction ID (if available)
• Reason for the refund request

Email: refunds@shopvid.ai

9. Billing Disputes

If you believe a charge was made in error, please contact us at billing@shopvid.ai before initiating a dispute with your bank or payment provider. We commit to responding within 2 business days and resolving confirmed billing errors within 5 business days.

10. Changes to This Policy

We reserve the right to modify this refund policy at any time. Material changes will be notified at least 14 days before the effective date. Changes will be effective upon posting on this page.