Refund policy

PixVid sells subscription plans, each including a credit allowance per billing period, and one-off credit packs. Credits pay for generation: scripts, voiceover, image and video models, transcription and export.

Every completed generation costs us real money at a third-party model provider, and that cost cannot be recovered once it has been incurred. This policy is written around that fact: an untouched purchase is fully refundable, a consumed one is not.

This policy sits alongside our terms of use. Where they differ on refunds, this page applies.

Credits are added to your account as soon as payment is confirmed, so delivery is immediate. Where the law gives you a right to withdraw from a distance contract, you are agreeing to immediate performance when you complete the purchase — but that does not reduce the 14-day window in section 3, which we offer regardless.

Model output is probabilistic. A generation that completed successfully is not refundable because you dislike the result — the compute was spent either way. New accounts receive free credits so you can judge output quality before paying anything.

If you have not spent any of the credits from a purchase, write to us within 14 days of the charge and we will refund it in full. This covers both a subscription period and a credit pack, and it applies to first purchases and to renewals alike.

"Nothing spent" means no credits from that purchase were consumed by a generation. Attempts that failed, or were rejected by a model provider, are credited back to your balance automatically and never count as spending.

After any credit from a purchase has been consumed, that purchase is no longer refundable, and we do not issue partial refunds for the remainder. This applies equally to subscription periods and to credit packs.

We also do not refund unused days of a billing period, or credits that have expired. Subscription credits expire at the end of each billing period, credit-pack credits are valid for 90 days from purchase, and credits granted at signup do not expire while your account is open.

You can cancel a subscription at any time from your account page. There is no cancellation fee, and you do not need to write in or wait for approval. Cancelling stops the next charge; your plan stays fully active until the end of the period you have already paid for, and that period's credits remain usable until it ends.

Because renewals are not refundable once credits from them are spent, cancel before the renewal date if you do not intend to continue.

• credits from the purchase have already been spent on a generation;
• the request is made more than 14 days after the charge;
• the account was suspended or terminated for breaching our acceptable use policy;
• the request follows a pattern of buying, consuming and reclaiming, or of opening accounts to repeat free credits;
• a specific third-party model was withdrawn or changed by its provider — we will route to an alternative where one exists, but model availability is not something we can guarantee.

If a generation failed and the credits were not returned to your balance, that is a bug, not a refund case — tell us and we will restore the credits. If the service was unusable for a sustained period, or you were charged twice, or charged after cancelling, write to us and we will put it right, including a refund where that is the correct remedy.

Email [email protected] from the address on your PixVid account, with the date and amount of the charge and a sentence on why you are asking. We aim to reply within two business days.

Please contact us before opening a dispute with your bank or card issuer. A chargeback takes the matter out of our hands, usually takes far longer to resolve, and we may suspend the account while it is open.

Payments are taken by Fungies Inc. acting as merchant of record; they are the seller of record for the transaction. Charges appear on your statement as FUNGIES * PixVid. Approved refunds are returned by them through the original payment method, and usually take a few business days to appear.

Where a refund is issued, any credits still remaining from that purchase are removed from your balance.

Nothing on this page removes a refund right you have under the law where you live. Where local consumer law gives you a stronger right than this policy, that right applies.

Questions about this policy: [email protected]