Refund Policy
Last updated: 17 October 2026
This page explains when you get money back, when you get credits back, and how to ask. It applies to credit packs and subscriptions bought on zombie-couple-video-ai.com.
The short version
- A failed render costs you nothing. Reserved credits come back automatically.
- Unused one-time credits are refundable within 14 days of purchase.
- Used credits are not refundable — the generation has already been paid for upstream and cannot be recovered.
- Subscriptions can be cancelled at any time. Cancelling stops the next renewal; it does not refund the current period.
- Duplicate or unauthorized charges are always refunded.
1. Failed generations — automatic, no request needed
If a render fails, the reserved credits are returned to your balance automatically. You do not need to email us.
Before you resubmit, check My videos. If a submission's status is unclear, the render may still complete. Resubmitting spends credits again, and that second spend is not refundable if the first render succeeds.
2. Unused one-time credit packs — 14 days
If you bought a one-time credit pack and have not spent any credits from it, you can request a full refund within 14 days of purchase.
Once you have spent credits from a pack, the remaining balance is not refundable in cash. It stays usable in your account and does not expire.
3. Subscriptions
- Cancel any time from your account settings. Cancellation takes effect at the end of the current billing period.
- We do not refund the current period once it has started, because subscription credits are granted at the start of the period.
- Unused subscription credits expire at the end of each monthly period and do not roll over. This is stated on the pricing page before purchase.
- If you were charged after cancelling, that is our error — email us and we will refund it.
4. What we cannot refund
- Credits already spent on a render, including renders you are unhappy with. AI output varies by design, and a result that differs from the preview is not a defect.
- Credits spent on a render that failed because of your input — for example photos with no detectable face.
- Accounts closed for breaching our Terms of Service, including prohibited content.
- Requests made more than 60 days after the charge, where the charge itself was correct.
5. Your statutory rights (EU / UK and similar)
If you are a consumer in the EU, UK, or a jurisdiction with equivalent rules, you have a 14-day right of withdrawal for digital content.
By purchasing credits and starting a generation, you ask us to supply digital content immediately and you acknowledge that you lose the withdrawal right once supply has begun. This is the standard treatment for instantly delivered digital content.
You keep the withdrawal right for unspent credits within 14 days — see section 2.
Nothing here removes rights you have under mandatory local consumer law.
6. Duplicate or unauthorized charges
If you were charged twice for the same purchase, or a charge was made without your authorization:
- Email us immediately with the transaction ID from your payment provider
- We will investigate and refund a confirmed duplicate or unauthorized charge in full
- If your card was compromised, contact your bank as well
7. How to request a refund
Email support@zombie-couple-video-ai.com with:
- The email address on your account
- The transaction ID or the date and amount of the charge
- A one-line reason
We reply within 5 business days and process approved refunds to the original payment method. Your payment provider then takes 5–10 business days to post it.
8. Please contact us before a chargeback
A chargeback is slower for you and costs us a fee, and it usually resolves less favourably than a direct refund. Email us first — if the charge was wrong, we will refund it.
9. Changes to this policy
We may update this policy. The date at the top will change. Changes apply to purchases made after the update, not retroactively.