Refund policy

Purchase refunds and task credits

A purchase refund returns money for an order through its payment process. A task credit return restores site credits after a confirmed generation failure. These are separate events. A failed task does not automatically cancel a subscription or refund the order used to obtain its credits.

Requesting a purchase review

Email support@danceaivideo.app, or open an account ticket. Include the account email, order reference, purchase date, reason for the request, and the amount or product in question. Do not send passwords, verification links, or full card details.

Requests are reviewed against the specific order, payment status, credit use, and circumstances described. We do not promise automatic approval or a fixed voluntary refund window. Report duplicate charges, an order with missing credits, or a payment you do not recognize promptly so that the record can be checked. Support may need to verify account ownership before discussing payment information.

If a refund is approved, its amount and processing status will be communicated for that order. The payment provider and your financial institution determine when funds appear in your account; no fixed arrival time is promised here. Refunded purchases may require corresponding unused credits to be withdrawn and the related subscription to be adjusted. Credits already spent and an approved partial refund are considered during the order review.

Generation failures

The task system returns generation credits for confirmed failed tasks. Queued, running, uncertain, and storage-retry states are not the same as a confirmed failure. Check the existing task in My videos before submitting another one. Creating a new task incurs its own quote.

If the task is marked failed but the credit entry looks wrong, send support the task ID and the relevant credit-history entry. An AI result can vary from its preview; unexpected appearance, motion, or audio should be described during the review rather than treated as an automatically approved purchase refund.

Subscriptions and credit expiry

Where subscription billing is enabled, cancellation stops future renewal according to the billing controls and the paid period shown in your account. Cancellation alone does not request a refund for an earlier charge. Monthly and yearly subscription credits expire at the paid billing-period end. One-time pack credits do not expire. Yearly credits are issued upfront for the paid year. See Pricing and the checkout terms for the product you choose.

Your rights and contact

This policy does not limit rights that apply under mandatory consumer law. For help with a particular order, contact support. General service conditions are in the Terms of service.