退款政策

1. Overview

Pet Movie AI is committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for credits purchased or subscription fees paid.

2. Refund Eligibility

2.1 Eligible Refund Situations

You may be eligible for a full or partial refund in the following cases:

• Technical Failures: Video generation fails due to our system errors, not user content issues
• Service Unavailability: Extended service outages preventing credit usage (>48 hours)
• Billing Errors: Incorrect charges, duplicate payments, or unauthorized transactions
• Unused Credits: For one-time credit purchases made within the last 14 days with no credits used
• Subscription Cancellation: Within 48 hours of initial subscription purchase (see details below)

2.2 Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• Credits that have been used to generate videos (successful or failed due to content issues)
• Dissatisfaction with AI-generated results (quality is subjective and depends on input material)
• User error in uploading incompatible content (e.g., corrupted files, unsupported formats)
• Change of mind after credits have been consumed
• Violation of Terms of Service resulting in account termination
• Subscription renewals (must cancel before renewal date)
• Free beta credits (no payment made)

3. Credit Purchase Refunds

3.1 One-Time Credit Purchases

• Full Refund: Available within 14 days if NO credits have been used
• Partial Refund: Not available once credits are consumed
• Technical Issues: Full credit refund if generation failed due to system error (credits will be restored or refunded)

3.2 Credit Packages

For bulk credit purchases:

• Refund calculated based on unused credits at standard per-credit rate
• Bonus credits from packages are not refundable
• 14-day refund window applies from purchase date

4. Subscription Refunds

4.1 New Subscriptions

• 48-Hour Window: Full refund available within 48 hours of first subscription payment
• Must Not Exceed: 50% of monthly credit allowance usage
• One-Time Policy: Each user eligible for one subscription refund

4.2 Subscription Renewals

• Automatic renewals are NOT refundable
• Cancel before renewal date to avoid charges
• Cancellation takes effect at end of current billing period
• Exception: Billing errors or technical issues may qualify for refund

4.3 Subscription Cancellation

5. Refund Request Process

5.1 How to Request a Refund

1. Email support@petmovie.ai with subject line "Refund Request"
2. Include the following information:
   • Your account email
   • Transaction ID or order number
   • Date of purchase
   • Reason for refund request
   • Supporting documentation (screenshots, error messages, etc.)
3. Wait for review (typically within 2-3 business days)
4. Receive decision via email

5.2 Refund Processing Time

• Review Time: 2-3 business days
• Approval: Refund processed within 5-7 business days
• Credit Card: May take 5-10 business days to appear in your account (depends on your bank)
• PayPal: 3-5 business days
• Other Methods: Up to 14 business days

5.3 Refund Method

Refunds will be issued to the original payment method used for purchase. We cannot issue refunds to different payment methods or accounts.

6. Failed Video Generations

6.1 System Failures

If video generation fails due to our system error:

• Credits will be automatically refunded to your account
• You will receive an email notification
• No action required on your part

6.2 Content Issues

If generation fails due to user content issues (corrupted files, incompatible formats, insufficient quality):

• Credits are NOT automatically refunded
• System will provide error message explaining the issue
• You can contact support for assistance
• Credits may be refunded on a case-by-case basis

7. Chargebacks and Disputes

8. Special Circumstances

8.1 Account Termination

If we terminate your account due to Terms of Service violations:

• No refunds will be issued for remaining credits or subscription time
• All purchases are final upon violation

8.2 Service Discontinuation

If Pet Movie AI discontinues service:

• At least 60 days advance notice will be provided
• Prorated refunds for unused subscription time
• Refunds for unused credits purchased within last 90 days

8.3 Beta Testing Period

During beta testing:

• More flexible refund policy may apply
• Extended review periods for technical issues
• Case-by-case consideration for edge cases

9. Contact Information

For refund requests or questions about this policy:

10. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email to active users.

Purchases made before policy changes are subject to the policy in effect at the time of purchase.