Refund Policy

If you have not used anything, we refund you. If you have, we cannot refund the part that has already been spent.

Every video you generate runs on paid GPU infrastructure the moment you ask for it. That money leaves us immediately and cannot be recovered, which is the only reason this policy has a limit at all. Everything that has not been spent that way is refundable.

Cancelling and refunding are different things. Cancelling stops your next charge and is always available, instantly, from your billing page.

Used means our systems have consumed paid resources on your behalf. Specifically: a video generation that has started, an AI Listing Planner run that has started, a plan that has been executed, or a reel or edit that has been exported.

These do not count as used, and do not affect a refund: creating an account, creating a listing, uploading photographs, arranging a shot-plan board, setting up your brand kit, inviting someone to your workspace, or simply signing in and looking around.

A generation counts from the moment it starts, not from the moment you like the result. The AI may produce a take you do not want — that is what the free re-generations included with every listing are for, and it is not a fault we can refund.

Unused subscriptions. If you ask within 7 days of a charge and nothing in that billing period has been used as defined above, we refund that charge in full. This covers the usual case: you subscribed, got busy, never generated anything.

Duplicate or mistaken charges. Charged twice for the same period, charged after cancelling, or charged an amount that does not match the plan you chose — refunded in full, whenever you notice.

Unused add-ons. An extra listing or extra seat you bought and never used, within 7 days.

Our fault. If generation failed because of a defect on our side, you are not charged a generation for it. Where one was counted, or where a fault wasted several, we put it right with credit or fresh generations at no charge, and we do that whether or not the 7 days have passed.

Unauthorised charges. Tell us and we will investigate and refund a charge you did not make.

Compute already spent. Generations, planner runs, executed plans and exports that have already run. The cost is incurred at the moment you press the button.

A period that has been used. If you generated video this month, that month is not refundable, even within 7 days. You can still cancel so that the next one is never charged.

Time you did not use. Unused listings, unused generations, unused planner runs, part-used months and part-used years are not refunded at the end of a period or on cancellation. You keep everything you already made.

Dissatisfaction with an AI result. Generated video is variable by nature — the Terms say so plainly before you ever subscribe. A clip you do not like is not a defect; re-generate it, or discard it and try different photographs.

Accounts closed for breaking the Terms.

You can cancel any plan at any time from your billing page, without asking us. Your plan then runs to the end of the period you have already paid for and does not renew.

Downgrades work the same way: they take effect at the end of the period you have paid for, and until then you keep the plan you are on. Upgrades take effect immediately and charge the difference.

Cancelling never deletes anything. Every video, reel and photograph you already made stays in your account and can still be downloaded.

Email [email protected] from the address on the account. Tell us which charge you mean and roughly when it was — we can find the rest ourselves.

We reply within two business days and usually the same day. Approved refunds go back to the original payment method and typically appear within 5 to 10 business days, depending on your bank.

There is no form to fill in and nobody will try to talk you out of it.

Payments are processed by Paddle.com Market Ltd, which acts as merchant of record and is the seller on your receipt. Paddle may also refund a payment under its own buyer terms, independently of this policy.

Nothing here removes a right you have that cannot be excluded by the law where you live. If your local consumer law gives you a stronger right than this policy, that law wins.

If something has gone wrong, write to us before raising a chargeback. A chargeback costs us a fee and freezes the account while it is investigated, and in almost every case we can simply fix the problem faster.

We may update this page. The version that applies to a charge is the one published when the charge was made, and the date it took effect is at the top of this page.

This policy forms part of the Villenza Terms of Service and should be read with them.