Refund policy

Account credits. Each generation spends the credits shown before you start. If a charged account generation fails, those credits are returned to the same account. Credit packs are one-time purchases, not subscriptions. Purchased credits do not expire; free or compensation credits may expire as disclosed. Delivered credit purchases are not refundable in cash except where required by law or where the payment or credit delivery fails.

Guest cash orders. A single-video or photo-set purchase pays only for that order and does not add account credits. Payment is confirmed by the payment processor, not merely by returning from checkout. If a paid order cannot be delivered, including a rejected upload or failed generation, we initiate a refund to the original payment method. A pending refund is not yet confirmed or received; processing and bank arrival can take additional time. Contact support@viralaivideo.app with the order number for a purchase, refund or delivery problem.

Guest uploads and results have the retention periods shown at checkout and in the privacy policy. Claiming an order does not extend them. Download your results in time. Prices may change for future purchases without taking away credits already held. Mandatory consumer rights remain unaffected.

For EU/UK distance purchases, a statutory 14-day cancellation period generally applies, subject to valid legal exceptions. We do not treat payment, credited balances, automatic generation or a download alone as your express agreement to lose that right. Send an unambiguous cancellation request with the order/payment reference to support@viralaivideo.app within the applicable period. Where the law requires cancellation, repair, replacement, a price reduction or a cash refund, those rights take precedence over credit-only refunds and discretionary refund limits. We process a required refund within the applicable legal deadline; card or bank settlement is separate.