Refund Policy

Contact

Billing and refund requests: support@reference-to-video.com
Include your account email, order number (from Stripe receipt), and a short description of the issue.

Failed generations (credits)

Credits are reserved when a generate job starts and released if the job fails or times out on our side. A released reservation is not a Stripe refund — your credit balance is restored automatically. You should see the balance update after the failed status is confirmed.

One-time credit packs

• Unused credits remain in your wallet until they expire (see pack validity, typically 365 days from purchase).
• We generally do not refund unused credits after a successful purchase, except for duplicate charges or clear billing errors.
• If payment succeeded but credits never appeared, email support with the Stripe receipt — we will restore credits or refund after verification.

Subscriptions

• Cancel anytime from Settings → Billing. Cancellation stops the next renewal; credits already granted for the current period stay available until they expire per plan rules.
• Refunds for the current billing period are evaluated case-by-case (e.g. duplicate charge, unauthorized payment). We do not promise prorated refunds for unused days by default.

Duplicate or unauthorized charges

Email support@reference-to-video.com within 14 days of the charge. We will review Stripe records and either reverse the charge or credit your account.

What we cannot refund

• Successful renders you simply dislike (creative taste).
• Credits already consumed by successful jobs.
• Expired credits.

Processing time

We aim to reply within 2 business days. Stripe refunds, when approved, usually appear on your statement within 5–10 business days depending on your bank.

This policy matches how our billing and credit systems actually behave. We will not advertise refund terms we cannot fulfill.