01The 30-day money-back guarantee
Every paid subscription and every credit pack is covered by a 30-day money-back guarantee. If you change your mind within 30 days of purchase, we will refund the full amount you paid for the current billing period — no forms, no follow-up call.
02What is eligible for a refund
- The first monthly subscription charge after signup or the first yearly charge.
- A credit pack purchased within the last 30 days, provided the bundled credits have not been substantially consumed (see below).
- A duplicate charge caused by a payment-system glitch.
- A charge made on an account that you can prove was used by an unauthorised party (we may ask for additional verification).
- A material service outage that lasts longer than 24 hours and prevents you from using the plan you paid for, on a pro-rata basis.
03What is not eligible
- Renewal charges processed after the initial 30-day window. Cancel before the renewal date if you don’t want to be charged again.
- Credit packs where more than 30% of the bundled credits have already been spent on generations.
- Purchases older than 30 days.
- Charges where we identify clear abuse — for example, repeatedly buying and refunding to harvest free generations.
- Disputes filed with your card issuer before contacting us. Once a chargeback is opened, the issuer manages the refund and we cannot act in parallel.
04How partial refunds work
If you purchased a yearly plan and request a refund after the 30-day window, we may offer a pro-rata refund at our discretion based on the unused portion of the plan, less a small administrative fee to cover payment-processor charges. We will explain the calculation when we respond to your request.
05How to request a refund
- Email videogenhelp@gmail.com from the address on your VideoGen account.
- Use the subject line “Refund request – <your account email>”.
- Include the order number or transaction reference (you’ll find it in the receipt email we sent at the time of purchase).
- Tell us, in a sentence or two, what isn’t working for you. The feedback genuinely helps us improve, but it is not a condition of the refund.
06How long it takes
- We aim to acknowledge your request within 1 business day and approve eligible refunds within 3 business days.
- Once approved, the refund is sent back to your original payment method. The funds typically appear within 5–10 business days depending on your bank or card issuer.
- If the refund hasn’t landed after 14 days, please reply to the original ticket so we can chase the processor.
07Cancellations vs refunds
Cancelling a subscription is different from requesting a refund. Cancellation simply stops the next renewal — you keep access through the end of the period you have already paid for. You can cancel at any time from account settings, and you do not need to email us to do so.
08Questions
For anything not covered above, email videogenhelp@gmail.com and a real person from our team will get back to you.