Refund Policy

Effective Date: April 23, 2026

1. Overview

HelioVideo is committed to providing high-quality AI video generation services. We understand that technical services can occasionally experience issues, so we have established the following refund rules to provide reasonable protection for users while maintaining service sustainability. All refunds will be returned via the original payment method.

2. Failures Due to System Errors

If your video generation task fails due to an issue on our side (server outage, AI provider error, etc.), the corresponding credits will be automatically refunded to your account—no manual request is required. You can view refund details in the "Credit History" section of your Dashboard.

3. Subscription Refunds

For monthly and yearly subscriptions, we offer a 7-day satisfaction guarantee:

  • Full refunds are available within 7 days of your first subscription charge;
  • If you have consumed more than 20% of the billing period's credits at the time of the request, the refund will be pro-rated after deducting the consumed portion;
  • Renewals (the second and subsequent charges) are not covered by the satisfaction guarantee, but you can cancel at any time to prevent future charges.

4. One-Time Credit Pack Refunds

For one-time credit pack purchases:

  • Full refunds are available within 7 days of purchase provided no credits have been used;
  • For partially used orders, only the unused portion (calculated at unit purchase price) is refundable;
  • Orders older than 7 days or with more than 50% of credits consumed are non-refundable.

5. Non-Refundable Situations

  • Credits successfully used to generate videos (when the output matches the submitted parameters);
  • Accounts suspended or terminated due to violation of the Terms of Service;
  • Subjective artistic preferences regarding the output (AI generation is inherently non-deterministic);
  • Subscription renewals that were not cancelled in time;
  • Requests submitted after the timeframes above.

6. How to Request a Refund

Please contact us at [email protected] and include in your email:

  • Your registered email (matching the payment account);
  • Order number or payment transaction ID;
  • A brief reason for the refund request.

7. Processing Time

We will review and respond within 3 business days of receiving your request. Once approved, the refund is processed through our payment provider (Creem) back to your original payment account. Actual arrival depends on your card issuer or payment platform, typically 5–10 business days.

8. Chargebacks

If you have any concerns about a charge, please contact us first. Initiating a chargeback with your card issuer or payment platform without prior discussion may result in your account being suspended and future access being restricted.

9. EU Consumer Rights

If you are located in the European Union, local consumer protection law may grant you a 14-day right of withdrawal. However, under Article 16(m) of EU Directive 2011/83/EU, the right of withdrawal lapses once you begin using our digital content services (generating videos, consuming credits). You expressly agree to this at the time of purchase.

10. Changes to This Policy

We reserve the right to update this Refund Policy. Changes will be posted on this page with an updated effective date and will apply only to orders placed after the change takes effect.

11. Contact Us

For any refund-related questions, please contact: [email protected]