At Picture to Video AI, we strive to provide the best AI image and video generation experience. We understand that sometimes things don't work out as expected, which is why we offer a fair and transparent refund policy. Please read this policy carefully to understand your rights and our procedures.
You may be eligible for a refund if all of the following conditions are met:
- Your refund request is submitted within 7 calendar days of the original purchase date
- The 7-day period begins immediately after the transaction is completed
- Late requests (beyond 7 days) are not eligible for consideration
- Less than 5% of the purchased credits have been used
- Credit usage is calculated based on the total credits in the specific purchase
- Free credits and promotional credits are excluded from refund calculations
- You must provide a valid transaction ID or purchase receipt
- The purchase must be traceable in our payment system (Stripe)
- The account requesting the refund must match the account that made the purchase
- Your account must not have any violations of our Terms of Service
- No history of fraudulent activity or refund abuse
- Account must be in active status (not suspended or terminated)
Once you submit a refund request that meets the eligibility criteria:
- Our team will review your request and verify eligibility
- We may contact you for additional information if needed
- You will receive an email notification of the decision
- Approved refunds are processed within 5-7 business days after approval
- The actual time for funds to appear in your account depends on your payment method
Refund delivery times vary by payment method:
- Credit Card: 5-10 business days after processing
- Debit Card: 3-7 business days after processing
- Digital Wallet (PayPal, Google Pay, Apple Pay): 1-3 business days after processing
Note: These timelines are estimates. Actual refund times may vary depending on your bank or payment provider's processing policies.
If you meet all eligibility criteria and have used 0% of your purchased credits, you will receive a refund of the purchase price minus the processing fee (see below).
Example:
- Purchase: $50 for 1000 credits
- Used: 0 credits (0%)
- Processing fee: $50 × 5% = $2.50
- Final refund: $50 - $2.50 = $47.50
If you have used between 0.1% and 4.9% of your purchased credits, you will receive a proportional refund based on unused credits, minus the processing fee:
Refund Amount = Purchase Price × (Unused Credits / Total Credits) - Processing Fee
Example:
- Purchase: $50 for 1000 credits
- Used: 30 credits (3%)
- Unused: 970 credits (97%)
- Usage-based refund: $50 × (970/1000) = $48.50
- Processing fee: $50 × 5% = $2.50
- Final refund: $48.50 - $2.50 = $46.00
All approved refunds are subject to a 5% processing fee to cover payment platform transaction costs and administrative handling. The processing fee is calculated based on the original purchase price.
Processing Fee = Purchase Price × 5%
The processing fee is deducted from the refund amount after any usage-based deductions.
Example:
- Purchase: $50 for 1000 credits
- Used: 30 credits (3%)
- Usage deduction: $50 × (30/1000) = $1.50
- Processing fee: $50 × 5% = $2.50
- Final refund: $50 - $1.50 - $2.50 = $46.00
If you have used 5% or more of your purchased credits, you are not eligible for any refund.
Refunds are not available in the following circumstances:
- Personal dissatisfaction with generated image or video quality
- Output not matching your creative vision or expectations
- Style preferences or subjective quality assessments
- Incorrect prompt input or typos
- Wrong settings or parameters selected
- Misunderstanding of feature capabilities
- Not downloading images or videos before the 14-day deletion period
- Credits used to generate prohibited content
- Activities that violate our Terms of Service
- Abuse of the platform or system manipulation attempts
- Refund requests submitted more than 7 days after purchase
- Claims for purchases made before the 7-day window
- Accounts that have used 5% or more of purchased credits
- Frequent refund requests (abuse prevention)
- Automatic subscription renewals (you must cancel before renewal date)
- Prorated refunds for mid-cycle cancellations (subscriptions are non-refundable once renewed)
To request a refund, follow these steps:
Collect the following details:
- Transaction ID or purchase receipt
- Purchase date and amount
- Account email address
- Reason for refund request
Visit our Refund Application page or email us directly at:
Email: [email protected]
Subject Line: "Refund Request - [Your Transaction ID]"
- Our team will review your request within 1-7 business days
- You will receive an email with the decision
- If approved, refund processing begins immediately
- Funds will be returned to your original payment method
- Check your account based on the refund timeline for your payment type
Before initiating a chargeback with your bank or payment provider, please contact us directly to resolve the issue. Chargebacks can result in:
- Immediate account suspension
- Forfeiture of all remaining credits
- Potential legal action to recover costs
- Ban from future use of Picture to Video AI services
If you initiate a chargeback instead of following our refund process:
- Automatic Account Suspension: Your account will be immediately suspended pending investigation
- Credit Forfeiture: All remaining credits (purchased and free) will be forfeited
- Dispute Resolution: We will provide transaction evidence to your payment provider
- Service Termination: Accounts with successful chargebacks may be permanently banned
We encourage you to:
- Contact our support team first: [email protected]
- Use our refund process outlined above
- Allow us 1-7 business days to address your concerns
- You can cancel your subscription at any time through Account Settings
- Cancellation stops future charges but does not refund the current billing cycle
- You retain access to subscription benefits until the end of the paid period
- Monthly Subscriptions: No refunds for partial months
- Annual Subscriptions: Prorated refunds may be considered within the first 30 days if less than 5% of allocated credits have been used
- Cancellation must be done before the next renewal date to avoid charges
In rare cases, we may consider refunds outside the standard policy for:
- Service Outages: Extended platform unavailability preventing credit usage
- Technical Errors: System errors that prevented successful image or video generation
- Billing Errors: Duplicate charges or incorrect amounts
If you believe you have a special circumstance, please contact us at [email protected] with detailed information.
We reserve the right to modify this refund policy at any time. Changes will be:
- Posted on this page with an updated "created_at" date
- Effective immediately upon posting
- Applied to purchases made after the change date
- Notified via email for material changes
Purchases made before policy changes remain subject to the policy in effect at the time of purchase.
For refund requests, questions, or concerns:
Refund Requests: [email protected]
General Support: [email protected]
Refund Application Form: Submit Refund Request
Last Updated: March 6, 2026
We appreciate your business and strive to ensure your satisfaction with Picture to Video AI. If you have any questions about this refund policy, please don't hesitate to contact us.
For approved annual-plan and credit-pack refunds, the refundable amount is calculated as payment × (1 − consumed credits / granted credits). The existing processing-fee terms then apply.
Filing a chargeback freezes new purchases. Any remaining credits from the disputed order are revoked, and purchases are re-enabled only after the chargeback is resolved.
