Refund Policy
This policy explains when you can get a refund for purchases on HiVideoStudio. It forms part of our Terms of Service.
1. Failed or moderated generations
If a generation fails, times out, or is blocked by moderation, the credits it used are returned to your balance automatically (as credits, not cash). You do not need to contact us. If you believe credits were charged for a failed output and were not returned, email us and we will correct it.
2. Credit packs
- A credit pack can be refunded in full within 14 days of purchase if none of its credits have been used.
- Once any credit from a pack has been used, the pack is no longer refundable.
- Credits spent on completed generations are not refundable, except for failed outputs as described above.
- Credits from packs never expire, so you can keep and use them at any time.
3. Subscriptions
- You can cancel your subscription at any time from your account or by contacting us. Cancellation stops future renewals; your plan and its credits remain available until the end of the current billing period.
- Subscription renewal charges are not refunded. To avoid being charged for the next period, cancel any time before your renewal date.
4. How to request a refund
Email support@hivideostudio.com from the address on your account with the date of purchase and the pack or plan. Approved refunds are issued to the original payment method through Stripe, normally within 5–10 business days depending on your bank. The refunded credits are removed from your balance.
5. Exceptions
We may refuse refunds for accounts suspended for breaking our content rules, or where we see abuse of this policy. This policy does not affect any rights you have under applicable consumer law. If you dispute a charge with your bank, please contact us first so we can resolve it quickly.
6. Contact
Refund questions: support@hivideostudio.com.