Refund Policy

Last Updated: April 2024

Introduction

This Refund Policy outlines the terms and conditions for refunds on Veo 4 services. By purchasing our services, you agree to this policy.

Payment Types

Subscriptions

• Free Trial: No payment required during trial period
• Monthly Subscription: Recurring monthly billing
• Yearly Subscription: Annual billing with discounted rate
• Lifetime Plan: One-time payment for lifetime access

Pay-as-You-Go Credits

• Credit packages purchased for one-time use
• Credits do not expire (unless specified otherwise)

Subscription Refunds

Free Trial

• No refund applicable as no payment is made
• You may cancel anytime during the trial without charge

Monthly Subscription

• Within 24 hours: Full refund available
• After 24 hours but within 7 days: 50% refund
• After 7 days: No refund, but you may cancel to stop future billing

Yearly Subscription

• Within 7 days: Full refund available
• After 7 days but within 30 days: 50% refund
• After 30 days: No refund, but you may cancel to stop future billing

Lifetime Plan

• Within 7 days: Full refund available
• After 7 days: No refund except in cases of documented technical failure

Pay-as-You-Go Credit Refunds

• Unused Credits: Refund available within 24 hours of purchase
• After 24 hours: No refund for unused credits
• Partial Use: No partial refund for partially used credit packages

Credits Are Usage Units, Not Currency

Credits represent usage capacity, not monetary value:

• Credits cannot be exchanged for cash
• Credits are non-transferable between accounts
• Unused credits have no cash value upon account closure

Non-Refundable Situations

Refunds will NOT be issued for:

Policy Violations

• Accounts suspended or banned due to policy violations
• Content removed for violating Acceptable Use Policy
• Service termination due to prohibited activities

Subjective Dissatisfaction

• Dissatisfaction with AI-generated content quality
• Preference for different styles or outputs
• Change in personal needs or circumstances

Normal Service Limitations

• Server downtime not exceeding 48 hours
• Feature changes or updates to the service
• Temporary capacity limitations during peak usage

Used Services

• Subscription periods already consumed
• Credits already used for generation
• Features already accessed

Refund Request Process

To request a refund:

1. Submit Request: Email support@veo4.my with:

   • Your account email
   • Transaction ID or receipt
   • Reason for refund request

2. Review Process: Our team will review within 3-5 business days

3. Decision: You will receive notification of approval or denial

4. Processing: Approved refunds are processed within 7-14 business days

Refund Processing Times

Subscription Management

Canceling Subscription

• You may cancel anytime to stop future billing
• Cancellation does not guarantee refund for current period
• Access continues until the end of the paid period

Pausing Subscription

• Monthly subscriptions may be paused for up to 2 months
• Yearly subscriptions cannot be paused
• Lifetime plans cannot be paused

Billing Disputes and Chargebacks

• Contact our support team before initiating chargebacks
• Chargebacks may result in immediate account suspension
• Fraudulent chargeback claims may result in permanent ban

Technical Issues and Service Credits

If service failure causes credit loss:

• Documented technical failures may receive service credits
• Credits are added to account balance, not cash refund
• Request within 48 hours of incident for consideration

Regional Pricing and Refunds

• Refunds are processed in the original payment currency
• Regional pricing differences do not affect refund eligibility
• Currency conversion fees are not refundable

Gift Subscriptions and Credits

• Gift purchases are non-refundable
• Recipients may use gifted credits/subscriptions
• Original purchaser cannot request refund

Changes to This Refund Policy

We may update this policy periodically. Changes will be:

• Posted on this page with updated date
• Notification sent to active subscribers
• Continued use constitutes acceptance

Fair Use Guarantee

We commit to fair refund practices:

• Transparent communication about refund decisions
• Reasonable consideration of legitimate claims
• Protection against abuse of refund system

Escalation Process

If your refund request is denied:

1. Request detailed explanation from support team
2. Escalate to management by requesting review
3. External dispute resolution options (Stripe, PayPal)

Contact Us

For refund inquiries:

• Email: support@veo4.my
• Response Time: Within 24-48 hours
• Support Hours: Monday to Friday, 9 AM - 6 PM (UTC+8)

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We appreciate your trust in Veo 4 and are committed to fair refund practices.