Refund Policy

Overview

petvideo.app sells one-time credit packs. There are no subscriptions and no recurring charges. This policy explains when you can get your money or your credits back.

Failed Generations

If a video fails to generate or times out, the credits used for it are returned to your account automatically. You do not need to contact us.

Refunds for Credit Packs

• Unused packs: If you have not used any credits from a pack, you can request a full refund within 7 days of purchase.
• Used packs: Once credits from a pack have been used to generate videos, that pack is not refundable, because each generation has a real computing cost.
• Quality issues: If a video was generated but is clearly broken (for example, no pet appears, or the file will not play), contact us and we will return the credits for that video.

Non-refundable Items

• Free credits, such as the welcome credits given at sign-up, have no cash value and cannot be refunded.
• Credits that have expired cannot be refunded or restored.

How to Request a Refund

Email petvideohelp@gmail.com from the email address of your account and include the purchase date and the pack you bought. We reply within 2 business days. Approved refunds are returned to your original payment method through our payment provider, Creem, and usually arrive within 5–10 business days.

Chargebacks

Please contact us before opening a dispute with your bank. If a chargeback is filed, we may suspend the account while it is reviewed.

Changes to This Policy

We may update this policy from time to time. The date at the top of this page shows when it was last updated.