Refund Policy

Last updated: 10 November 2026

Effective date: 10 November 2026

This Refund Policy is part of our Terms of Service. It explains when you can get your money back for credits bought on petvideoai.com (including our PetVideoAI generator). Nothing in it limits your statutory rights as a consumer (see Section 8).

1. How credits work (short version)

• Credits are sold in one-time packs, with no subscription: Mini (200 credits), Starter (300 credits) and Creator (600 credits). Current prices are shown in the pricing section of our home page and at checkout. Europe purchases and Canada purchases (see Where you buy below) are made through Waffo, and the exact amount and currency you pay are shown on Waffo's checkout page. Refunds are made in the currency and amount you actually paid.
• 100 credits make one 10-second 480p video. A 720p video uses 200 credits.
• Credits never expire. This applies to all credits, wherever you buy them, including free, bonus and compensation credits. They have no cash value and can't be transferred.
• There are no free sign-up credits, and you are charged before a video is generated.
• When you generate a video, we use the credits from your oldest purchase first.

Where you buy: how you pay

• Where you buy is decided by our checkout from your location when you buy, as detected from your internet connection, and from the country shown in the country selector at checkout (pre-filled from your connection where we can detect it). A purchase is a Europe purchase if any of these is in the EU/EEA, the UK, Switzerland or Québec: the country we detect from your internet connection, the country you choose at checkout, your billing address, or your card's country (where we can see it). Signals that disagree but are all outside Europe (for example, a connection in Japan and the United States chosen at checkout) don't make it a Europe purchase. If you have previously paid with a billing address in the EU/EEA or the UK, we treat your later purchases as Europe purchases too. Québec: a card issued in Canada doesn't by itself make a purchase a Europe purchase. A purchase counts as made in Québec when the region detected from your internet connection, the province you choose at checkout, or your billing address (including a postal code starting with G, H or J) shows Québec. If we only know that you are in Canada, but not the province, it isn't a Europe purchase; it is a Canada purchase (see below).
• This decides only how you can pay (Europe purchases and Canada purchases are paid through Waffo only) and, for EU/EEA/UK purchases, the consent we ask for at checkout (Section 8). It doesn't affect how long your credits last (they never expire) or your refund window: unused paid credits can be refunded within 14 days of purchase wherever you buy (Section 2).
• "Europe purchases" are purchases made in the EU/EEA or the UK. We treat the following the same way: purchases made in Switzerland, the Channel Islands, the Isle of Man, Gibraltar, Åland, the French overseas regions, or Québec. "Canada purchases" are purchases that aren't Europe purchases where the country we detect from your internet connection or the country you choose at checkout is Canada. If you choose Canada at checkout, you also choose your province, unless we can detect it from your connection.
• If none of the signals above is in Europe or Canada and we can't tell which country you are in, US rules apply and the purchase is treated like a US purchase: you can pay through Stripe or Waffo, and the refund window is the same 14 days. If we learn only after payment that the purchase was in fact made from the EU/EEA or the UK (for example, from your billing address), see If you're in the EU/EEA or UK in Section 8: without the checkout consent, you can cancel within 14 days of purchase (or of our email telling you this, if later) and get a full refund, even if you have used the credits.
• Your receipt shows the date until which unused credits from that purchase can be refunded.

2. Unused credits: refundable within 14 days of purchase

You can request a refund for unused paid credits within 14 days of the purchase, wherever you buy.

• Credits you have already used to generate videos are not refundable. This includes videos that came out differently from what you hoped. AI results vary, and we don't guarantee any particular look.
• If you used only part of a pack, you can get a refund for the unused credits of that pack. The amount is the price you paid, divided by the number of credits in the pack, multiplied by the unused credits. The amount is rounded down to the cent.
• No fees are deducted. We refund the full price you paid for the unused credits (pro rata, as above). Payment-processing fees are our cost: we don't deduct them, or any other fee, from your refund.
• Free, bonus and compensation credits are not refunded in money.
• If you have several packs, the credits from your oldest purchase are used first (see Section 1), so the credits from your most recent purchase are the last to be used.
• After the refund window, unused credits stay in your account and you can keep using them for as long as the Service runs, but they are no longer refundable under this policy, except if we discontinue the Service (see Terms, Section 11). Your statutory rights are not affected.

What happens to your credits when a refund is made

When a refund is issued, the credits from that order are removed from your account automatically, down to a minimum of 0.

• For a partial refund, we deduct credits in proportion to the money refunded, rounding down. We never take back more credit value than the money we returned.
• If some of that order's credits have already been spent, so your remaining credits can't cover it, we don't take your credits below zero. Instead, we flag the refund for manual review, and we may email you personally about it.

3. How to request a refund

For all purchases, submit refund requests directly to PetVideoAI using Request refund in your account or by emailing support@petvideoai.com.

Paid by card, Apple Pay or Google Pay through Stripe

Use Request refund next to the purchase in the Purchases list on your account page, or email support@petvideoai.com from the email address of the Google account you sign in with, with the subject "Refund request". Include the date and amount of the purchase, or the order or receipt number, and how many credits you want refunded. We aim to reply within 2 business days.

While we review your request, only the credits you asked us to refund are put on hold and can't be used. Your account is not frozen, and your other credits keep working as normal. If we approve the request, those credits are removed from your account when the refund is made. If we decline it, the held credits are released straight away.

Approved refunds go back to your original payment method through Stripe. They usually reach your statement within 5–10 business days, depending on your bank.

Paid through Waffo (Waffo Pancake)

For Waffo purchases, Waffo.com Limited is the Merchant of Record: it is the legal seller and handles order-related questions and refunds under its Buyer Terms. All Europe purchases and Canada purchases are Waffo purchases; in the United States, a purchase is a Waffo purchase if you choose Waffo at checkout.

• Submit your refund request to PetVideoAI using Request refund next to the purchase in the Purchases list on your account page, or email support@petvideoai.com with your order or receipt number. PetVideoAI handles your refund request. Only the requested unused paid credits are put on hold while the request is reviewed. If the refund fails or the request is declined, the remaining held credits are released.
• Waffo's platform processes refunds for one-time purchases requested within 14 days of payment. Waffo's Buyer Terms say approved refunds are returned to the original payment method within 14 business days of approval.
• Our 14-day window for unused credits (Section 2) matches Waffo's and applies when we review Waffo refund requests. Waffo handles the refund itself, under its Buyer Terms. We don't ask Waffo to deduct any fee from your refund. Waffo, as the seller, may also grant refunds under its own Buyer Terms or as the law requires.
• Credits are removed from your account automatically when the refund succeeds, as described in Section 2.

4. Failed generations: credits are returned automatically

You don't need to ask for these refunds. We return the credits used for a video automatically (as credits, not money) when generation fails, for example because of:

• a timeout (no result within about 10 minutes);
• a temporary error at our AI provider, rate limiting, or a temporary pause on our side;
• an empty or damaged video file; or
• the AI provider's safety filter declining your photo.

You can then try again with the same photo.

If we reject a photo before generating, for example because it is sexual, because a child is a subject of the video, because it doesn't suit the template you chose, or because it is too small or the wrong format, no credit is charged.

If a video finishes after a timeout, within about 24 hours, we add it to My videos for free. Your credits stay refunded. You'll see the video and the refunded credits in My videos. We don't send emails about this or any other job status, so check My videos.

Credits returned this way are credits only. They are not cash refunds. If a generation fails, the credits it used are returned to the purchase they came from, keeping their type: paid credits stay paid, free or compensation credits stay free. Returned paid credits count as unused paid credits of that purchase and can be refunded within 14 days of that original purchase. The 14 days run from the original purchase date, not from when the credits are returned. You can request that cash refund under Section 2. Like all credits, returned credits never expire.

5. Chargebacks and payment disputes

Please contact us before you dispute a charge with your bank. We can usually solve the problem faster. If a payment is disputed:

• Stripe disputes are recorded automatically. Waffo disputes are entered into our system manually when Waffo notifies us; Waffo handles the dispute itself as the Merchant of Record.
• Your account is frozen. While it is frozen, you can't create new videos or buy credits. You can still sign in, download, share or delete your videos, and delete your account.
• The disputed order's credits are deducted in full, even if some of them have already been spent. This can take your credits below zero. Credits below zero are not a bill: we won't charge you for them. Any credits later added to your account (for example, credits returned after a failed generation) first make up the shortfall.
• Your other credits stay in your account while it is frozen. If the dispute is decided in your favour or withdrawn and we restore your account, we restore the disputed order's credits.
• The account email and Google account ID (stored only as one-way hashes) and the payment or order ID are added to a block list. While the entry is in place, the same email or Google account can't open a new account or buy credits.
• If the dispute is decided in your favour (for you as the cardholder) or withdrawn, we record the outcome and review your account manually. Unfreezing the account, removing the block-list entry and restoring credits are not automatic. Contact support@petvideoai.com to ask for a review, or if you think your account was frozen by mistake.
• Block-list entries are deleted automatically after 3 years at the latest. See our Privacy Policy, Section 9.

6. Deleting your account forfeits unused credits

If you delete your account, all remaining credits are forfeited and can't be restored or refunded afterwards. This includes credits held for videos that are still being made; those videos are cancelled. Before you confirm, the deletion screen shows how many credits you would lose.

• If a purchase is still within its refund window (14 days from purchase), request your refund (Section 3) before deleting your account.
• If you have a refund request pending, or a refund for your account is under manual review, self-service deletion is paused until it is resolved. You can still ask for deletion by email (see the Privacy Policy).

7. Other cases

• Charged twice, or charged but didn't receive credits? Email us with the receipt. We will add the missing credits or refund the duplicate charge in full, without deducting any fee. Missing credits we add are part of the original purchase, including for refunds.
• Free, bonus and compensation credits. Credits we add to your account for free (for example, as a goodwill gesture or to make up for a problem) never expire, wherever you are. They have no cash value and are not refunded in money, including if we discontinue the Service.
• If we discontinue the Service, see Terms, Section 11.
• Accounts suspended for breaking our Terms: see the Terms, Section 12.
• We may make other refunds at our discretion. Doing so doesn't change this policy.

8. Your statutory rights

This policy doesn't affect any rights you have under mandatory consumer law, for example if the Service is not supplied, is faulty, or does not conform to the contract.

If you're in the EU/EEA or UK

Purchases from the EU/EEA or UK are normally made through Waffo, our reseller and merchant of record. Before you pay, you're asked to agree that your credits are supplied straight away and to acknowledge that you therefore lose your 14-day right of withdrawal. Unused paid credits can still be refunded within 14 days of purchase, as described above.

If a purchase from the EU/EEA or UK was made through Stripe instead (for example, because we couldn't tell where you were when you paid), you didn't give that agreement. You can then cancel the purchase within 14 days and get a full refund, even if you've already used some or all of the credits. The 14 days start on the day of purchase, or on the day we email you this information if that is later.

To exercise any statutory right of withdrawal that applies to your purchase, tell PetVideoAI that you wish to withdraw. You can submit your withdrawal statement using Request refund in your account at https://petvideoai.com/my, or email support@petvideoai.com. You may use the model withdrawal form below, but you do not have to: any other clear statement of your decision to withdraw is sufficient. Include your order number if available. Send your statement before the applicable withdrawal period expires.

Model withdrawal form (optional)

To: PetVideoAI, support@petvideoai.com

I hereby give notice that I withdraw from my contract for PetVideoAI credits.

Order number, if available:
Ordered on:
Consumer name:
Consumer address:
Consumer signature (only if sent on paper):
Date:

If you're in Canada

Purchases made in Canada are made only through Waffo, the seller and Merchant of Record, which collects any applicable sales tax (purchases made in Québec count as Europe purchases for payment purposes; see Section 1). Waffo's checkout page shows the total and the currency you pay before you confirm. Unused paid credits can be refunded within 14 days of purchase, as described above. We don't ask you to give up any cancellation right, and nothing in this policy limits the cancellation and refund rights that the consumer protection law of your province gives you, for example if required information or a copy of your contract was not provided. To use such a right, contact us as described in Section 3 or under Your statutory rights above, or contact Waffo under its Buyer Terms.

9. Contact

support@petvideoai.com · Contact page