Refund & cancellation policy
This policy works together with our Terms of Service, Privacy Policy, and Acceptable use.
1. What this policy covers
- Paid subscription (Lite monthly): currently the only purchasable plan when checkout is open. Rules below apply to that subscription and its monthly generation credits.
- Credit packs and one-time purchases: we do not sell standalone credit packs or one-time generation bundles on the public site right now. If we add them, we will update this page and name the product on checkout before charges apply.
- Free tier: no payment; no cash refund. Quota rules follow in-product copy and the Terms.
2. Cancellation
You may cancel a paid subscription through the billing provider (Creem) customer portal or controls we link from the product, when those flows are enabled. Cancellation stops future renewals. Unless your card network or Creem states otherwise, you typically keep Lite access and monthly credits until the end of the current billing period you already paid for. We do not refund the unused portion of the current period as a default rule, except where mandatory consumer law requires proration or credit.
Canceling does not delete your account or past invoices. Until webhook processing fully syncs Creem events, plan changes after cancel may briefly lag in the app — email support@modelvideohub.com if your access does not update within two business days.
3. When we may grant a refund
We may approve a refund (processed through Creem / your card network) when, in good faith, one of the following applies:
- Duplicate or erroneous charge on the same subscription period.
- First-time monthly subscriber, within 7 calendar days of the initial charge, with only light testing and no material consumption of paid quota.
- Platform outage or entitlement failure where you were charged but could not activate or use paid features for an extended window — contact us with timestamps.
- Other cases required by applicable law.
4. When we typically do not grant a refund
- Credits already consumed for successful queued generations in the billing period, unless a job was miscounted as successful in error.
- Successful generations you have retrieved or exported from the Service, absent a provable billing or entitlement bug on our side.
- Violation of the Acceptable use policy or Terms, including misuse after a warning where applicable.
- Refund window expired for goodwill first-month requests (beyond the 7-day rule in section 3).
- Subjective dissatisfaction with stylistic AI output — see section 8.
- Renewal cycles after the renewal charge has begun, except where law mandates otherwise.
5. Monthly credits
Paid and free tiers expose combined image + video generation credits per calendar month (UTC). Unused credits normally do not roll over unless we expressly say so in-product. Credits are not redeemable for cash, not transferable, and may change if we revise plans with notice.
6. Failed generations
If a job fails after you submit it due to supplier outage, timeouts, moderation blocks, or our internal errors, we aim not to deduct your monthly quota for runs that remain marked failed in-product. Correction is largely automatic via usage accounting; if quota still looks wrong after 24 hours, email us with the job id. Where a payment succeeded but your plan never activated because of onboarding issues, email within a reasonable time — we may apply a manual adjustment alongside Creem.
7. “Not happy with” the AI result
AI outputs are inherently variable. If generation completed successfully and appears in your assets, refunds for subjective style or creative preference alone are generally not granted, consistent with sections 4 and 3.
8. Timing of refunds after approval
After we approve a refund, Creem and your bank or card network typically settle the reversal within about 5–10 business days. Cross-border cards can take longer. We do not control processor timelines once the refund is initiated.
9. Payments and Merchant of Record
Card payments for subscriptions offered on modelvideohub are processed through Creem. Creem acts as merchant of record (or reseller of record where applicable): it collects payment, calculates and remits tax where configured, routes disputes, and issues refunds according to Creem's dashboards and card network rules. We receive subscription status signals (for example via webhooks) to grant or revoke Lite access inside our app. For payment receipts, charge descriptors, or processor-specific wording, rely on Creem's emailed receipts and invoices.
10. How to request a refund
Email support@modelvideohub.com with subject line Refund request (modelvideohub) and include:
- Account email registered on modelvideohub;
- Creem or card statement reference / order id where available;
- Approximate date and amount of charge;
- Short explanation (duplicate charge / error / outage / statutory right).
11. Chargebacks and disputes
Please email us before filing a payment dispute. We resolve many billing mismatches faster when we see the Creem receipt and your account. Raising a bank chargeback may freeze paid features until Creem resolves the case and can prolong access restoration.
12. When checkout is intentionally closed
When the Upgrade screen shows checkout as closed or endpoints return unavailable, no recurring payment is initiated from modelvideohub; use Contact for invoiced access.