Refund Policy - Payment Terms

Last updated: 6/29/2026

Quick Summary

Login and payment are currently disabled for the public preview experience.
Future paid plans will use clear terms before checkout is enabled.
Refund handling will apply only after real billing is active.

1. Credit Pack Refunds

No Refunds Policy

The public preview does not currently charge users. Once paid products are enabled, purchase and refund terms will be shown before checkout.

Exception Cases (Rare)

Platform Technical Failures: Credits lost due to verified system failures
Billing System Errors: Incorrect charges or duplicate payments due to payment processor issues
Account Access Issues: Unable to access purchased credits due to verified platform bugs

Not Eligible for Refund

Unused Credits: Credits that have not been used (still non-refundable)
Used Credits: credits already consumed for a production video editing request
Completed Output: successfully delivered production video edits after paid access is enabled
User Error: Mistakes in prompts or uploaded images
Content Policy Violations: Credits used for content that violates our policies
Change of Mind: Deciding not to use purchased credits

2. Subscription Refunds

Monthly Subscriptions

Cancellation: Can be cancelled at any time through your account dashboard
Effective Date: Cancellation takes effect at the end of current billing period
Remaining Credits: Unused subscription credits expire at period end
No Partial Refunds: No refunds for partial month usage

Pro-rated Refunds

Pro-rated refunds may be considered only in exceptional circumstances:

Extended platform downtime (>48 hours) preventing service access
Major system failures completely preventing video generation
Payment processor errors resulting in incorrect subscription charges

Note: Subscription credits are non-refundable regardless of usage.

3. Refund Process

How to Request a Refund

Email us at support@omnivideo.run
Include "Refund Request" in the subject line
Provide your account email and order details
Explain the reason for your refund request
Include any relevant screenshots or error messages

Processing Timeline

Response Time: Within 3 business days
Review Period: 5-7 business days for complex cases
Refund Processing: 5-10 business days after approval
Payment Method: Refunded to original payment method

4. Digital Product Policy

Important Notice: The current public preview does not process payments. Future paid video editing services will be treated as digital services once checkout is enabled.

This policy aligns with digital marketplace standards:

Instant delivery of digital credits
Immediate access to generation capabilities
Non-returnable nature of consumed digital services
Clear usage tracking and transparency

5. Dispute Resolution

If you're not satisfied with our refund decision, you can:

Appeal Process: Request a review by our senior support team
Payment Processor: Contact Creem.io directly for payment disputes
Chargeback Rights: Contact your bank or credit card company

Chargeback Notice: Initiating a chargeback without first contacting our support team may result in account suspension and loss of access to purchased credits.

6. Contact Information

For refund requests or questions about this policy, contact us at:

Email: support@omnivideo.run

Subject Line: "Refund Request" or "Refund Policy Inquiry"

Response Time: Within 3 business days

Business Hours: Monday-Friday, 9 AM - 6 PM EST

7. Policy Updates

We reserve the right to update this refund policy at any time. Changes will be effective immediately upon posting. Continued use of our service after policy changes constitutes acceptance of the updated terms.

This policy was last updated on 6/29/2026 and is effective immediately.