Refund Policy
How credits, monthly plans, failed generations and refunds work on ZapVid
Summary
- Credit packs are a one-time payment, and pack credits do not expire.
- Plans renew monthly or yearly until you cancel. Plan credits are added every month (also on yearly plans), reset when the next month's credits arrive, and are used before pack credits.
- You can cancel a plan anytime from the Credits page (Manage plan). It stays active until the end of the period you paid for.
- If a video fails for a technical reason on our side, the credits come back to your account automatically.
- You can get a full refund of a credit pack, or of a plan payment (monthly, yearly or an upgrade), within 7 days of that payment if you have not used any of the credits it added. Unused months of a yearly plan are not refunded after that.
Failed Generations
If a generation fails, times out, or is blocked by our AI provider's safety checks without you breaking our rules, the credits used for that video are returned to your account automatically. You can try again with the same photo or a different one.
Refunds for Unused Credit Packs and Plan Payments
If you change your mind, email contact@zapvid.ai within 7 days of the payment with the email address on your account. If none of the credits that payment added have been used, we refund the full price to your original payment method and remove those credits. Once any credits from a pack or a plan month have been used for a delivered video, that payment is no longer refundable.
Cancelling a Plan
Cancel anytime from the Credits page in your account (Manage plan) or by emailing contact@zapvid.ai. You will not be charged again. Your plan keeps adding its monthly credits until the end of the period you already paid for, then unused plan credits are removed. We do not refund the unused part of a period that has started and has had credits used, including the remaining months of a yearly plan.
When We Do Not Refund
- Credits used for videos that were generated and delivered, including when you do not like how the AI interpreted your photo.
- Credits used for videos with friends in the crowd or a new scene, when a friend does not appear, looks different from their photo, or is merged with another friend. AI video models have limits and some randomness, so we cannot guarantee every friend appears.
- Accounts closed for breaking our Terms of Service, for example uploading someone's photo without consent or sexual content.
How Long It Takes
We reply to refund requests within 3 business days. Once approved, your bank or card issuer usually shows the refund within 5 to 10 business days.