Refund Policy

1. Overview

At Zphrise Tech, we strive to ensure customer satisfaction with our VEO 3.1-based AI video generation services. This Refund Policy outlines the conditions under which you may request a refund and the process for doing so.

We believe in the quality of our service and want you to be completely satisfied with your purchase. If you're not satisfied, we're here to help.

2. Refund Eligibility

Full Refunds Are Available For:

• Service Outages: Platform downtime exceeding 48 consecutive hours that prevents rendering, downloading, or managing projects
• Duplicate Charges: Multiple payments processed for the same Creem checkout session
• Unauthorized Transactions: Purchases made without the verified account owner's consent
• Non-Delivery: Failure to provision subscription credits or account access after Creem confirmation
• Misrepresentation: Features delivered materially different from the description on https://veo31ai.video at the time of purchase

Partial Refunds May Be Considered For:

• Service interruptions or degraded performance persisting 24–48 hours
• Render failures caused by platform issues where credits were deducted
• Annual subscription cancellations with remaining full months unused
• One-time credit packs with more than 75% unused balance when the request is submitted

Refunds Are NOT Available For:

• Consumed Credits: Videos, images, or chats successfully generated
• Change of Mind: Deciding you no longer need the service after usage
• User Error: Incorrect prompts, template choices, or workflow misconfigurations
• Expired Credits: Credits unused prior to their published expiration date
• Terms Violations: Accounts suspended for breaching our Terms of Service or acceptable use policies
• Third-Party Dependencies: Issues originating from user-managed integrations, storage, or distribution channels
• Custom Deliverables: Bespoke onboarding, consulting, or model tuning services already performed

3. Refund Request Timeframe

Subscriptions and Credit Packs:

• Monthly subscriptions: Refund requests must be submitted within 14 days of the billing date
• Annual subscriptions: Requests accepted within 30 days of purchase for prorated refunds on unused full months
• One-time credit packs: Requests accepted within 7 days of purchase if more than 75% of credits remain unused
• Rendering incidents: Report credit deductions for failed renders within 72 hours

Extended Review Windows:

We may extend the standard timeframe when:

• Documented platform outages exceed 72 consecutive hours
• Billing discrepancies are confirmed by Creem or your bank
• Local consumer protection laws require additional time

4. How to Request a Refund

Step 1: Contact Support

Send an email to support@veo31ai.video with the following information:

• Your account email address
• Order number or transaction ID
• Date of purchase
• Detailed reason for refund request
• Any relevant screenshots or documentation

Step 2: Review Process

Our support team will:

• Acknowledge your request within 1-2 business days
• Review your eligibility based on this policy
• Request additional information if needed
• Attempt to resolve issues before processing refund

Step 3: Resolution

Once approved, refunds are processed as follows:

• Decision communicated within 5 business days
• Credits deducted from failed renders restored to your account before monetary refunds are issued
• Refunds processed through Creem to the original payment method on file
• Creem and banking networks typically complete processing within 5-10 business days

5. Refund Methods

Original Payment Method

Refunds are typically issued to the original payment method:

• Creem-supported credit/debit cards: 5-10 business days after approval
• Creem-supported digital wallets (where available): 3-5 business days
• Wire transfer payouts (enterprise contracts only): 5-7 business days
• Other payment rails: Processed according to Creem's timelines and your provider's policies

Alternative Options

In certain cases, we may offer:

• Account credit reinstatement equal to the affected usage
• Subscription extensions or complimentary credit bundles
• Migration to a different plan tier that better matches your workload
• Escalated SLA reviews for enterprise agreements

6. Subscription Cancellations

Cancellation vs. Refund

Cancelling a subscription is different from requesting a refund:

• Cancellation: Stops future charges, service continues until end of billing period
• Refund: Returns payment for unused or unsatisfactory service

Pro-Rated Refunds

For eligible subscription refunds:

• Annual plans: Pro-rated for unused months
• Monthly plans: Generally no pro-rating
• Usage-based plans: Refund for unused credits only

7. Dispute Resolution

If you disagree with our refund decision, please allow us one additional review cycle before initiating a chargeback with your provider:

Internal Review

• Request escalation to management
• Provide additional documentation
• Allow 5 business days for review

External Options

• File a dispute with your payment provider
• Contact consumer protection agencies
• Seek resolution through small claims court
• Report to Better Business Bureau (if applicable)

8. Special Circumstances

Promotional Offers

Products purchased with promotional discounts:

• Refunded at the discounted price paid
• May have different refund terms
• Bundle deals refunded proportionally

Enterprise Accounts

Business and enterprise customers may have:

• Custom refund terms in their contracts
• Service level agreement (SLA) credits
• Different dispute resolution procedures

Free Trials

Free trial conversions:

• Full refund if charged before trial ends
• Refund for accidental conversion within 48 hours
• No refund after actively using paid features

9. Fraudulent Refund Requests

We reserve the right to:

• Deny refunds for suspected fraudulent activity
• Suspend accounts with excessive refund requests
• Report fraudulent behavior to authorities
• Pursue legal action for chargebacks deemed fraudulent

10. Policy Modifications

We reserve the right to modify this refund policy at any time. Changes will be:

• Posted on this page with updated effective date
• Communicated via email for significant changes
• Applied to new purchases after the effective date
• Honored under previous terms for existing purchases

11. Contact Information

For refund requests and questions about this policy:

• Support Email: support@veo31ai.video
• Billing Disputes: billing@veo31ai.video
• Response Time: 1-2 business days
• Business Hours: Monday – Friday, 9:00 – 18:00 (GMT+8)
• Website: https://veo31ai.video

Note: This refund policy is part of our commitment to customer satisfaction. We encourage you to contact us with any concerns before requesting a refund, as we may be able to resolve your issue quickly.