Refund policy

Completely unused orders

You may request a full refund within 7 days of payment if none of the credits from that entire order has been used for a successfully completed generation. Once any of the order's credits have funded a successful generation, the entire order no longer qualifies for the standard unused-order refund, including its remaining allowance.

If an active or uncertain task has reserved an order's credits, we first verify that task's final outcome. Eligibility is checked against the order and its ledger, not just your current balance. Disliking an otherwise delivered AI appearance or movement does not make the order unused. This rule does not exclude mandatory rights under applicable consumer law.

A three-video pack example

If no generation has completed successfully using your three-video order, you can request a full refund within 7 days, subject to resolving any active or uncertain task. After one generation completes successfully using that order, the entire three-video order is outside the standard unused-order policy, including the remaining two videos.

Failed generations

A confirmed failed, rejected or canceled generation returns that generation's allowance once. This does not automatically send money back to your payment method. Checking the status or recovering the same task does not charge another generation.

When an outcome is uncertain, keep the same task reference and contact support before submitting again. The allowance stays reserved until the outcome is confirmed.

Corrupted files or incorrect specifications

If your file is corrupted or your video materially differs from the purchased specifications, please contact us by email. We will resolve the issue within 24 hours of receiving your email.

Email support@zombiecouplevideo.org with the order and task references, a description of the issue and the account email used to purchase.

Duplicate or erroneous charges

We verify reports of duplicate or erroneous charges and correct confirmed errors. Include the payment date, amount, currency and order reference. Do not send full card numbers, passwords or verification codes.

Requesting a refund

Email support@zombiecouplevideo.org with your account email, order number, payment date, reason for the request and any relevant task reference. We check eligibility and confirm the outcome. Sending a request or opening payment management does not itself issue a refund.

Approved refunds return through the original payment channel. The payment provider and your bank control when the funds become visible, so bank arrival can take additional time. An approved full refund removes that order's remaining allowance. Any exceptional partial refund requires the remaining entitlement to be reconciled before further use. Test payments are not cash purchases.

Completed, deleted or expired videos

A successfully completed generation consumes its allowance. Deleting the video or allowing the storage period to expire does not return that allowance. Download your video before its displayed expiry date. Our packs are one-time purchases, so there is no recurring subscription to cancel.