Refund Policy

Last Updated: August 9, 2025

At PromoGenAI, we want to ensure our customers have a clear understanding of our refund process. This policy outlines the terms under which refunds may be issued.

1. Subscription Plans

• Monthly Subscriptions: Payments for monthly subscription plans are non-refundable. You may cancel your subscription at any time, and you will retain access to the Service for the remainder of the billing period you have already paid for. Cancellation will prevent any future charges.
• Annual Subscriptions: For annual subscriptions, you may request a full refund within 14 days of your initial purchase. Refund requests made after this 14-day period will not be granted.

2. Credit Top-Ups

All purchases of one-time credit "Top-Up" packs are final and non-refundable. Once credits are added to your account, they cannot be refunded.

3. Exceptions

We may consider refunds on a case-by-case basis under the following circumstances:

• Technical Failure: If you were charged for credits that were not delivered to your account due to a technical error on our end.
• System Malfunction: If credits were consumed due to a verified malfunction of the video generation service that resulted in an unusable or failed output.

To be eligible for a refund under these exceptions, you must report the issue to our support team within 72 hours of its occurrence.

4. How to Request a Refund

To request a refund, please contact our support team at [email protected] with your account information and a detailed description of the issue. Our team will review your request and respond within 3-5 business days.