Refund Policy

Failed videos: automatic credit refund

When you start a video, credits for the chosen resolution are reserved (20 at 480p, 45 at 720p). If the video fails to generate or times out, those credits go back to your balance automatically. The result page shows when this has happened. You do not need to contact us.

Occasionally the video service does not confirm whether it received a job. The result page then says we are checking it, and its credits stay reserved until that check is finished, which has no fixed time. You are never charged twice for the same video. If a video stays in this state, email support@aibicepheart.app.

Videos you don't like

Generation uses paid AI processing for every attempt, so credits used on a video that completed are not refunded because of taste. If a result is clearly broken (for example a frozen or corrupted file), email support@aibicepheart.app within 7 days with the video link and we will review it.

Video packs

• Unused packs: you can request a full refund within 14 days of purchase if none of the pack's credits have been used.
• Partly used packs: not refundable, except where the law requires otherwise.
• Expiry: credits never expire. Unused packs may still be refundable under the unused-pack rule above.

When a payment is refunded, the credits it added are removed from your balance.

How to ask

Open a support ticket from your account, or email support@aibicepheart.app, with your order number. Approved refunds are issued through Stripe to the original payment method. The time it takes to receive the money depends on your bank or payment method.

Chargebacks

If you open a payment dispute or chargeback with your bank or payment provider, we will review the order and may suspend access while the dispute is unresolved. Credits from a disputed payment may be removed while the funds are held and restored if the dispute is resolved in our favor.