Refund Policy

Understand our refund policy, including automated refunds for failed video generations and how to request a manual refund.

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We want you to be satisfied with your experience on our platform. This article explains our refund policy, including automatic refunds for failed generations and how to request a manual refund.

General Refund Policy

Subscription payments are generally non-refundable once processed. However, we evaluate refund requests on a case-by-case basis and may issue refunds in circumstances such as:

Accidental duplicate charges
Service outages that significantly impacted your usage during a billing period
Billing errors

Automated Refunds for Failed Generations

If a video generation fails due to a system error (not due to content policy violations), the credits consumed by that generation are automatically refunded to your account. You don't need to take any action — the refund happens instantly.

You can verify credit refunds in your Settings → Credits transaction history. Failed generation refunds appear as "Credit Refund" entries.

How to Request a Refund

Gather your details — Have your account email, the charge date, and the amount ready. Contact support — Email us at contact@aceaispark.com with the subject line "Refund Request". Include relevant information — Describe why you're requesting a refund and include any relevant screenshots or transaction IDs. Wait for review — Our team will review your request and respond within 3-5 business days.

Credit Refunds vs. Payment Refunds

Type	When It Applies	Processing Time
Credit Refund	Failed AI generation (automatic)	Instant
Payment Refund	Billing errors, duplicate charges	3-5 business days

Contact Us

For any billing questions or refund requests, please contact:

Email: contact@aceaispark.com
Subject line: "Refund Request" or "Billing Question"

Refund requests must be submitted within 30 days of the charge date. Requests submitted after 30 days may not be eligible for a refund.