Credits buy a digital service that runs immediately, so the rules are simple and written out in full below.
If a video cannot be generated, the credits used for that video are returned to your balance automatically. You do not need to contact us. This covers a render that fails at the model, and a video service that is unavailable when you submit.
| Situation | What we do |
|---|---|
| You were charged but never received any credits | Full refund of that payment |
| You were charged twice for one order | Full refund of the duplicate charge |
| Unused credits, within 14 days of purchase | Refund of the unused portion, on request |
| Credits already spent on videos that were delivered | Not refundable |
Email support@zombieai.info from the address on your account, and include the order reference or the date of payment. We reply within 5 business days and normally process approved refunds within 10 business days. Refunds are issued by Waffo, our merchant of record, to the original payment method.
You have a 14-day right of withdrawal for digital purchases. Because a video is generated immediately on request, you agree at checkout that the service starts right away and that the withdrawal right ends once credits have been spent on a delivered video.
Please contact us before starting a chargeback. Almost every problem is a failed generation that we can put right in minutes, and a chargeback takes far longer for everyone.