Refund Policy
This policy distinguishes payment refunds from credit returns. Credit returns are automatic when a generation fails; payment refunds follow the rules below.
Eligibility for payment refund
A payment refund returns an approved amount to the original payment method through Waffo. A payment refund is not created merely because credits are returned to a service balance.
Unused credit packs and unredeemed One-Time Passes may be refunded within 14 days of purchase, provided no generation has been started against them. Once any credit from a pack has been consumed, or a One-Time Pass has been used for a generation, the payment is not ordinarily refundable.
Consumed credits and delivered videos
Credits that have already been used for a successful generation, and videos that have been successfully generated and made available in your History, are not eligible for a payment refund. This does not limit any non-waivable consumer rights you may have under applicable law.
Failed generation and credit return
Under the current generation flow, credits reserved for a request that fails before successful completion are returned to the user’s service balance automatically. This is a credit return, not a payment refund, and does not send money to the original payment method.
Undelivered orders and duplicate charges
If you were charged but the credits or One-Time Pass did not appear in your account, or if you believe you were charged more than once for the same purchase, contact [email protected] with the relevant order information. We will verify the transaction records and correct any error.
Refund request
Send payment refund and billing requests to [email protected] with the email address used for the account and the relevant order or transaction details. Do not send full payment-card information. Submitting a request does not guarantee approval, and nothing in this policy limits rights that cannot be waived under applicable law.
One-Time Pass generation failure
A failed One-Time Pass generation restores or preserves the single-use entitlement for retry. It does not issue credits and is not proof that a payment refund has been sent. If you would also like a payment refund, contact [email protected] with your order details.