Refund Policy

Effective date: 2026-11-03. Payments are processed by our Merchant of Record, Waffo. You can request a refund through us within 14 days of payment. Waffo's consumer portal may still let you file a request after that; beyond 14 days we handle requests case by case and cannot promise a refund. Your statutory rights always apply.

This policy covers one-time credit packs only. There is no subscription on this site, so there is no renewal charge to cancel: nothing is ever charged again unless you buy another pack.

1. Refund window

You can request a refund within 14 days of the purchase date, counted from the moment of payment. After 14 days we may still consider a request at our discretion, but we do not promise a refund; nothing here limits a statutory right you may have.

2. What can be refunded

• Unconsumed credits can be refunded. A credit is consumed when it is deducted for a generation that we submit to our video model. Credits that are still sitting in your balance at the time of the request are refundable in full.
• Credits spent on generated videos are not refundable. Every generated video consumes real GPU/rendering capacity at our provider the moment the job runs — the compute has been spent and cannot be refunded to us. Contact support if a generation you paid for failed or never delivered: a failed run is refunded automatically, and a video that never arrives is not a "consumed" video.
• Credits for a soundtrack that failed are refunded separately, without affecting the video you received.

3. How to request a refund

Email support@58thflooraivideo.org with:

1. the email address you used to buy the credits (or to sign in);
2. the order number from your payment receipt (the receipt email comes from Waffo);
3. the date of the purchase;
4. the reason for the request.

If you prefer to file it yourself, you can also open Payments → Report Issue in the Waffo Consumer Portal using the email you checked out with.

4. Processing time

• Duplicate charges caused by a billing error are refunded in full, regardless of the window above — tell us the order number and we will reverse the extra charge.
• Statutory rights preserved: where applicable law grants you a withdrawal or refund right (for example the fourteen-day cooling-off right of first-time buyers under EU/UK/Australia consumer law), those rights apply in addition to this policy.
• We review and reply to every refund request within 5 business days.
• Approved refunds are returned to the original payment method (card or wallet used at checkout). After approval, card refunds typically arrive within 3–10 business days (no later than 14), depending on your bank; WeChat Pay refunds usually arrive immediately. The transfer itself is handled by the payment provider, not by us.
• If your request is rejected we will reply with the specific reason (normally: the credits were already consumed by generations you received).

5. Failed generations

If a generation fails and the automatic refund (credits back to your balance) did not happen, mention it in the same email — restoring the credits is always free and does not count as a refund request.

6. Chargebacks

Please contact us before opening a chargeback — most issues are resolved faster that way. A chargeback opened without contacting us may lead to the account being suspended while the payment provider investigates.

7. Contact

Questions about this policy: support@58thflooraivideo.org or the contact page. This policy is part of our Terms of Service.