Refund Policy

Overview

Thank you for choosing nano-video.io ("we", "us", or "our"). This Refund Policy explains our practices regarding refunds for credit packs and subscription plans purchased through our Service. All purchases are processed by our payments partner (Waffo Pancake) and are subject to the rules below.

By completing a purchase, you acknowledge that you have read, understood, and agreed to this Refund Policy.

1. Credit Packs (One-Time Purchases)

A "credit pack" is a one-time purchase of usage credits that you consume when you generate images, videos, or other AI outputs on our platform.

1.1 When a credit pack is non-refundable

Because credits are digital goods that are immediately consumed and cannot be returned, credit packs are generally non-refundable once any credit in the pack has been used, or once 7 days have passed since purchase, whichever comes first.

1.2 When you may be eligible for a credit pack refund

You may request a refund of a credit pack within 7 calendar days of purchase, only if all of the following are true:

• You have not consumed any of the credits in the purchased pack.
• You have not downloaded, exported, or commercially used any content generated with credits from the pack.
• Your request is submitted in writing via our Contact page or by emailing support, and includes the order ID.

1.3 Automatic credit refunds for failed generations

If a video or image generation job fails or returns a system error on our side, we will automatically refund the consumed credits back to your account within 24 hours. No action is required on your part — the refunded credits will appear as a "Refund: Generation failed" entry on your Dashboard credit history.

Automatic credit refunds apply only to the original cost (in credits) of the failed job. They do not constitute a monetary refund to your payment method.

2. Subscription Plans (Recurring Billing)

A "subscription plan" is any plan that renews automatically on a monthly or yearly billing cycle, such as our Basic or Premium monthly/yearly plans.

2.1 Free trial

If your subscription started with a free trial and you cancel before the trial ends, you will not be charged. If you do not cancel, your chosen payment method will be charged at the then-current subscription price at the end of the free trial, and at the start of each subsequent billing cycle.

2.2 Cancellation at period end

You may cancel your subscription at any time online, with 2 clicks, and without contacting support. Cancellation always takes effect at the end of your current billing period. You will continue to receive the full subscription benefits (monthly credits, premium models, priority queue) until that date.

How to cancel online:

1. Sign in to your account.
2. Go to Settings → Billing.
3. Find the active subscription card and click Cancel Subscription (or Cancel renewal).
4. Confirm the cancellation in the dialog.

You will receive a cancellation confirmation by email. Until the end of your current period, your subscription will still show as "Canceling" on your billing page.

2.3 Right to withdraw — cooling-off refund (14 days for first subscription)

If you are a consumer located in a jurisdiction that grants a statutory cooling-off period (for example, the EU, UK, or Australia) and this is your first paid subscription with us, you may request a full monetary refund of your most recent subscription charge within 14 calendar days from the date of purchase, provided that:

• You have not consumed more than 10% of the monthly credits included in the plan.
• You have not used any commercially restricted premium features more than a reasonable trial limit.
• You cancel the subscription (see §2.2) before or at the same time as submitting the refund request.

After the 14-day period, or once the subscription has been substantially used, subscription charges are non-refundable for the current billing period. Cancelling early does not prorate your current cycle — you keep access until the period ends.

2.4 Renewals

Each renewal charge is final and non-refundable once it has been processed, unless required by applicable local law. To avoid a renewal charge, cancel your subscription at least 48 hours before the next billing date.

3. How to Request a Refund

For any refund request under §1.2 or §2.3:

1. Sign in and go to Contact, or email support.
2. Subject line: Refund request — <your order ID>.
3. Include:
   • Your account email.
   • The order ID or invoice number (from the payment confirmation email or your Billing page).
   • The purchase date and amount.
   • A short reason for the request (we don't require a detailed justification, but it helps us improve).

We will respond within 3 business days. Approved monetary refunds are issued to the original payment method and typically take 5–10 business days to appear on your statement, depending on your card issuer.

4. Exceptions & Denial

We reserve the right to deny a refund request if, in our reasonable judgment:

• You are in breach of our Terms of Service or Acceptable Use Policy.
• The request is made outside the applicable time windows above.
• Credits or subscription benefits have already been substantially consumed.
• We detect abuse, fraud, chargeback abuse, or attempts to game the refund policy (for example, repeatedly generating full outputs and then requesting refunds).

Denied requests will be explained in writing with the specific reason.

5. Chargebacks

If you dispute a charge with your bank or card issuer ("chargeback") outside of this policy, we reserve the right to suspend or terminate your account while the dispute is resolved, and to restrict future purchases. We always prefer to work directly with you — please contact us first before opening a chargeback; most cases are resolved faster this way.

6. Promotions, Coupons, and Gift Cards

Promotional credits, coupon codes, and gift or referral credits are not exchanged for monetary value and are non-refundable. If a purchase was paid using a mix of promotional credits and real payment, only the real-payment portion is eligible for a monetary refund, up to the amount actually paid.

7. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of material changes by posting the updated policy on this page with a revised "last updated" date, and, where appropriate, by email to the address on your account.

8. Contact

If you have any questions about this Refund Policy, or to submit a refund request, please reach out through our Contact page.