Legal
Refund Policy
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How refunds and failed generations are handled on Vidoveo.
The short version
- A generation that fails, is blocked by content moderation, or errors out is never charged — the credit is returned to your balance automatically, no request needed.
- Credit purchases are final once delivered, except for a genuine billing error or as required by law.
- Credits are monthly: unused credits expire 30 days after purchase — this is disclosed up front on the pricing page before you buy, not a surprise after the fact.
- If a payment succeeded but credits weren't added, contact us with your order number and we'll fix it.
1. Failed or blocked generations
Every generation reserves its cost from your balance at submit time. If it fails for any reason — a temporary error, a content-moderation block, or a problem on our generation partner's side — the full amount is refunded to your balance automatically, usually within seconds of the failure being detected. You never need to ask for this refund; it happens on its own.
2. Credit purchases
Once a credit purchase is confirmed and the credits are added to your account, the purchase is final. Credits are valid for 30 days from that purchase, after which any unused balance expires — this monthly structure is stated on the pricing page before you buy, so it isn't grounds for a refund request on its own. We don't offer refunds for credits you've already spent generating videos or images, or for a balance that expired unused.
3. Billing errors
If you were charged but never received the credits (e.g. a payment that succeeded but the webhook didn't reach us), email support@vidoveo.com with your order number and payment reference. We'll investigate and either credit your account or refund the payment, typically within a few business days.
4. Chargebacks
Please contact us before filing a chargeback with your bank or payment provider — most billing issues can be resolved directly and much faster. An account with a filed chargeback may be suspended while the dispute is reviewed.
5. Contact
Questions about a charge or a refund? Email support@vidoveo.com.