Refund Policy

This page explains when you get your money or credits back. It matches the refund section of the terms of service. Current prices and credit amounts are on the pricing page.

What you pay for

Scene previews are free (3 per account). A video costs credits, and the cost is shown before you generate. Credits come from one-time credit packs or from a monthly plan. Payments are taken by card through our merchant of record (Waffo Pancake or Creem, as shown at checkout), which acts as the reseller and handles tax and invoicing; its buyer terms also apply to your purchase.

Automatic refunds of credits

You do not need to ask for these. The credits go back to your balance on their own:

• A failed generation. If a video fails to generate, the credits are refunded automatically.
• A scene still blocked by our screen. If the scene still made for your video fails our automated safety check, the video is not made and the credits are refunded.
• A rejected photo. It is stopped before anything is charged, so there is nothing to refund.

Completed videos are not refundable

Generation costs us money the moment it starts. Once a video has finished and been delivered to you, the credits spent on it are not refundable, except where the law where you live requires otherwise. If you want a different take, a new try costs credits again, so check the free scene preview first.

Content that we remove after review is the one exception: email us the link and we refund the credits.

Credit packs

Credit packs never expire. A pack can be refunded in full within 14 days of purchase, provided none of its credits have been used. Credits that the system refunded back to your balance (a failed generation, for example) do not count as used. A refunded pack's credits are removed from your balance.

Monthly plans

• Cancel any time from Settings → Billing, without contacting us. Cancelling stops the next renewal; you keep your remaining credits until the end of the billing month you already paid for. We do not prorate a cancellation mid-period.
• Credits expire at the end of each billing month and do not roll over, so use them before the period ends.
• A first charge or a renewal you did not intend. If you ask within 14 days of the charge and have not used any of the credits granted by that period, we refund it in full. A refunded period's credits are removed from your balance.

Your statutory rights

If consumer law where you live gives you a right of withdrawal, for example the 14-day right in the EU and the UK, nothing on this page limits it. By using credits before that period ends you ask us to start delivering the digital service immediately, and you acknowledge that the withdrawal right may no longer apply to the part already used.

How to ask for a refund

Email support@zombiecouple.org from the address on your account, with the order number from Settings → Orders. We reply within two business days and, where a refund is due, send it back through the original payment method. Card refunds can take several business days to appear, depending on your bank.

Chargebacks

Please write to us first. We would rather fix a problem than have you dispute the charge, and we answer refund requests quickly.