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Refund Policy

Last updated: August 12, 2026

1. Overview

Thank you for choosing ImagineVideo (operated by imagine-video.io). This Refund Policy explains the conditions under which we offer refunds, credits, or cancellations for paid subscription plans and one-time credit purchases made through our website.

All purchases are subject to the terms and conditions described below. By completing a purchase on imagine-video.io, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

2. Subscription Refunds

2.1 Cooling-off period — partial refund within 14 days

If you are not satisfied with a monthly or yearly subscription plan, and you have not consumed more than 20% of the credits included in the plan, you may request a full or partial refund within 14 calendar days from the date of the initial purchase.

  • First subscription (new users): If the refund request is submitted within 14 days of purchase and credit usage is below 20% of the plan allowance, you are eligible for a full refund of the amount paid (excluding any payment-processing fees that are non-recoverable).
  • Renewals (recurring billing): For automatic subscription renewals, refunds are only considered if you submit the request within 48 hours of the renewal charge being processed, provided no new credits have been used during the current billing cycle.

2.2 Outside the cooling-off period

If 14 days have passed since your purchase, or more than 20% of the plan credits have been consumed, we generally do not issue refunds for subscription charges, as the service has been made available to you in good faith.

Exceptions may be granted, at our sole discretion, when one of the following applies:

  • A technical defect on our platform prevented you from using the service for a significant portion of the billing period.
  • The subscription was purchased due to a material error or outage explicitly caused by our platform.
  • Required by applicable consumer protection laws in your jurisdiction.

3. One-time Credit Pack Refunds

One-time credit (credits) purchases that have not been used or partially used are eligible for a refund within 30 calendar days from the purchase date, provided that:

  • You have not consumed more than 10% of the credits in the purchased pack.
  • The same credits have not been transferred, resold, or combined with any promotional bonus credits.

If credits have been consumed beyond the 10% threshold, the purchase is non-refundable.

4. Non-refundable Items

The following items are strictly non-refundable:

  • Any subscription plan that has been active for more than 14 days.
  • Any renewal charge for which a refund request is submitted more than 48 hours after the renewal date.
  • Credits already consumed for image/video generation, regardless of the final output quality.
  • Promotional, free, or bonus credits awarded via new-user signup, referral programs, affiliate rewards, coupons, or gift redemptions.
  • Accounts terminated or suspended for violation of our Terms of Service or Acceptable Use Policy.

5. How to Request a Refund

To request a refund, please contact our support team using the following information:

Your email must include:

  • Your full name and the email address used to register the account.
  • The order number, subscription ID, or Waffo/Stripe/Payoneer transaction ID.
  • A clear reason for the refund request.
  • (Optional) Supporting evidence such as screenshots of technical errors or failed generations.

We will acknowledge receipt of your request within 3 business days and notify you of the final decision within 7 business days from the date of submission.

6. Refund Processing Time

If your refund request is approved, we will instruct the original payment processor (Waffo / Stripe / card issuer / Wise) to reverse the transaction.

  • Credit / Debit Card: Refunds typically appear on your statement within 5–10 business days, depending on your card-issuing bank.
  • Wise / Bank Transfer / Wallet: Refunds are generally processed within 3–7 business days.

Processing delays outside our control (e.g., bank holidays, anti-fraud review) are not the responsibility of imagine-video.io.

7. Subscription Cancellation

You can cancel your subscription at any time through your account dashboard (My Account → Subscriptions) or by emailing support. Cancellation will take effect at the end of the current billing cycle:

  • You will continue to have access to the service and the remaining credits until the current paid period expires.
  • No partial refund is issued for the unused days of the current billing cycle.

8. Chargebacks and Disputes

Filing a chargeback or payment dispute with your card issuer or payment provider before contacting our support team will result in immediate suspension of your account pending investigation.

If a chargeback is ruled in your favor, any credits associated with the disputed payment will be reversed and deducted from your balance, and future access to the service may be restricted at our sole discretion.

We encourage you to contact support first — most issues can be resolved quickly without the need for a formal chargeback.

9. Changes to this Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised "Last updated" date.

Your continued use of the service or completion of any purchase after the effective date of the updated policy constitutes your acceptance of the new terms.

10. Contact Us

If you have any questions about this Refund Policy or would like to submit a refund request, please contact us:

Thank you for being a valued member of the ImagineVideo community.