We value transparency and fairness in how we handle billing and refund requests. Below are the detailed guidelines regarding refund eligibility, calculation, exceptions, and timelines.
🧾 1. What Is Your Refund Policy?
Our refund policy allows for partial refunds in specific situations. We offer refunds for the portion of the cost directly related to software processing errors that originated on our end. Refunds are issued in the form of credits, which can be used to access features or services under your plan.
💡 2. When Am I Eligible for a Partial Refund?
You may be eligible for a partial refund if the issue or error was caused by a software malfunction or a failure in the processing system. We only provide refunds when the error can be directly attributed to a problem on our servers or software.
⚙️ 3. How Is the Refund Amount Determined?
The refund amount is determined based on the cost associated with the specific process that failed. Our team reviews the scope and severity of the issue, and the impact on your project, before determining an appropriate refund value.
🧩 4. What Types of Issues Qualify for Refunds?
Refunds are applicable for:
- Major software malfunctions leading to incorrect or failed outputs.
- Quality degradation clearly caused by internal processing errors.
- Missing clips, incomplete renders, or corrupted outputs caused by internal faults.
⚠️ Minor subjective issues (e.g., aesthetic preferences) do not qualify for refunds.
🚫 5. Situations Where Refunds Are Not Provided
Refunds are not provided in the following cases:
- Errors caused by incorrect usage or user error.
- Changes to project requirements after processing has started.
- Dissatisfaction with subjective creative results (e.g., style, tone, etc.).
- Failure due to unsupported file formats or corrupted uploads.
📩 6. How to Request a Refund
To request a refund, please contact VIDIO Support with:
- A clear description of the issue.
- Project link or job ID.
- Screenshots, logs, or error messages (if available).
Our team will investigate and, if applicable, issue credits to your account for future use.
⏱️ 7. Refund Processing Time
Refund processing times vary depending on the case complexity. Once approved, refunds are typically credited within a few business days. The time it takes for the refund to appear depends on your payment provider’s policies.
♻️ 8. Reprocessing Without Extra Credit Use
If you have already processed/downloaded a file using your credits, you can reprocess or re-download the same file without using additional credits. Simply return to the same project in your dashboard.
⚠️ 9. Limit Exceeded Error After Payment
If you encounter a “limit exceeded” message after purchasing credits or subscribing:
- Refresh your browser.
- Log out and log back in.
- If the issue persists, contact our support team for manual verification.
🔁 10. Forgot to Cancel? Auto-Renewal Refund Policy
Subscriptions renew automatically to ensure uninterrupted service. Because renewal immediately unlocks resources and processing capacity, refunds for billed months cannot be issued. You can cancel anytime to prevent future renewals.
✅ Summary
- Partial refunds are available only for verifiable software-side issues.
- Refunds are credited back as VIDIO credits.
- Auto-renewal payments are non-refundable but cancellable anytime.
- Contact support@vidio.ai to start a refund request.
Available now in VIDIO Support. Our team is here to ensure a fair and transparent refund process.
