Refund Policy

Last updated: October 13, 2026

Failed generations

If a generation fails, times out or is stopped by a content check, the credits it cost are returned to your balance automatically. The reason is shown next to the item in My creations. You do not need to contact us.

No refunds

Purchases are final. Credit packs and plan payments are not refunded, whether or not the credits have been used. Credits never expire, so you can spend them whenever you like.

Used credits

Credits spent on a generation that completed are not returned, because the model has already been run. If a completed result is clearly broken, for example an empty or corrupted file, write to us with the item and we will return the credits.

Plans

You can cancel a plan at any time in your account: choose Manage billing, which opens the Waffo customer portal. Cancelling only stops the next renewal. The period already charged is not refunded, and the credits already added to your account stay there.

Double charges and other problems

If you were charged twice, a payment did not turn into credits, or you have rights under local law that cannot be excluded, write to support@videosi.io and we will put it right.

How to ask

Write to support@videosi.io from the email address on your account and include the date of the purchase. Please write to us before you dispute a charge with your bank; we can usually fix it faster, and a dispute can freeze the account while it is open.

Contact

Questions about this page: support@videosi.io.