Refund and Credit Policy

Version 1.4 · Updated October 22, 2026

Operator: 长沙云之乐贸易有限公司, China. Business contact: Wen Yong. Contact: [email protected]. Credit purchases through Waffo and PayPal on the official website charge real money. The selected payment method, offer, currency, applicable taxes and final amount are shown before payment authorization. For Waffo purchases, the selling entity and applicable purchase terms appear on the Waffo checkout and receipt; for PayPal purchases, the seller is 长沙云之乐贸易有限公司.

1. Packs and validity

There is no subscription, automatic renewal or automatic top-up. These are current displayed prices; taxes and the final payable total are shown before payment. New prices do not rewrite historical orders. Credits access this service; they are not deposits, investments or transferable currency and have no general cash-out function. This does not remove purchase-refund rights. Promotional credits have their own grant conditions and do not create a cash refund entitlement.

2. Credit delivery

Credits are granted after the server verifies a completed PayPal capture or a successful payment from another enabled provider, using the order's saved amount, currency, seller and environment. Confirmation may come from a verified payment notification or an authoritative server-side payment lookup. Duplicate notifications do not grant twice. A redirect, order creation or pending bank state alone is not proof of delivery. Refresh the order before making another purchase if an update is delayed.

Money-refund eligibility is based on the amount actually paid for the relevant purchase. Promotional or complimentary credits do not create a cash-refund entitlement. Historical order records retain their original payment and credit conditions.

3. Generation charges

Charges depend on the specifications shown before submission. The server validates the administrator configuration and debits when creating a task. Credits can be used for the image or video workflows currently available in the studio. A pack does not promise a fixed duration, resolution or number of images or videos. Submitted tasks retain their price snapshot; new prices apply to newly confirmed tasks.

Available batches with earlier expiry are generally consumed first. Insufficient balance or failed input validation should not create a chargeable task. Repeating the same valid request must not cause a second debit. Use account and task entries to reconcile actual charges.

There is no recurring subscription or renewal to cancel. Do not submit additional generation tasks if you do not want further credit charges. A submitted task may begin incurring generation costs immediately, so stopping an in-progress task is not guaranteed. This does not affect remedies for confirmed failure, duplicate charges, non-delivery or mandatory consumer rights.

4. Credits returned after failure

A confirmed generation failure automatically returns all credits charged for that task, without a failure fee. Credits return to the original consumed batches and retain their expiry. If a batch has expired by then, ask support to reconcile usability; an automatic extension is not promised. Repeated failure events do not refund twice.

Timeouts, unknown provider results, storage retries and review states are not confirmed failures. Refreshing does not automatically create another paid request. Support reconciles unresolved delivery; confirmed failure returns the credits. Artistic preference alone does not automatically establish technical failure. Unplayable, incomplete or materially misdescribed delivery can be appealed, without excluding legally required remedies.

Returning credits and refunding money are separate processes. A credit return does not automatically refund a card payment, and does not require another purchase.

5. Money refunds

Our policy permits a full-refund request within 14 days of payment where all credits from that purchase remain unused. If partly used, request a review of the unused portion. Duplicate charges, confirmed non-delivery and legally required refunds are assessed independently of the ordinary request window.

Partial refunds are reconciled against the actual amount paid and credits in that order, excluding free grants and other orders, and cannot exceed the original amount less previous refunds. We reconcile applicable tax adjustments with the payment provider when processing a refund. Expiry does not automatically refund money or eliminate statutory rights.

Using credits does not automatically waive statutory withdrawal rights. Where a market requires separate express consent to begin digital-service delivery or an acknowledgment affecting those rights, that process must occur first. Pre-ticked boxes or assumed consent are not substitutes.

6. Requests and processing

Send refund and billing enquiries to [email protected]. Automated messages from addresses under mail.zombievideoai.app are service notifications; that sending domain is not a separate refund-request inbox. Purchase receipts and the support page identify the customer-support contact.

Email support from your account address with “Refund request”, the order number, payment date, amount requested, reason and relevant evidence. For PayPal purchases, you may also use the applicable transaction and dispute options in your PayPal account. For Waffo purchases, use the options actually offered on the receipt or buyer portal. Never send full card details, passwords or security codes.

Our initial-response target is two business days, excluding weekends and public holidays observed by the operator in China. This is a response target, not a guaranteed refund-settlement date. A request is not approval, and approval is not bank settlement. Approved money refunds follow the payment provider's original-payment process; arrival depends on its and the issuing institution's processing. We provide available status information rather than promise instant settlement.

Confirmed money refunds reclaim credits belonging to that purchase. Generation-credit returns and money refunds share the original purchase entitlement: a task return cannot restore credits already revoked by a confirmed money refund. Unrelated purchases and promotional balances are not reclaimed.

7. Disputes and closure

Reply to the same email for review. You retain lawful rights to contact PayPal, another payment provider, a payment institution, a consumer authority or a competent court. Account closure or service discontinuation does not remove required reconciliation of unfinished tasks or unused paid credits.

Related: Terms · Support and Contact.