Refund Policy

Last updated: 2026/10/18

How PicVideo handles credit validity, cancelling a plan, failed generations and the 7-day refund rule for credit packs and subscription payments

At a glance

Paid credits stay with you. Credits from subscriptions and credit packs never expire, and they keep working on paid models and settings after you cancel.
Cancel whenever you like. Stop renewal from your billing settings at any time; the plan runs until the end of the period you have paid for.
A failed generation costs nothing. Credits reserved for it come back on their own.
Changed your mind? Request a refund by email within 7 days of a payment. If you have used no more than 10% of the credits that payment covers, we refund 90% of what you paid.
Charged twice or by mistake? We refund the full amount once we have checked it.

This policy applies to everything sold on picvideo.net: one-time credit packs and monthly or yearly subscriptions. It works together with our Terms of Service; where the two appear to differ, the Terms of Service apply.

How long your credits last

Credits you pay for. Paid credits never expire. That covers monthly plans, yearly plans (including each of the monthly grants a yearly plan delivers) and one-time packs: pack credits do not expire either. Whatever you have not spent rolls forward, and paid credits remain in your balance after cancellation. Credits that have already expired are not reinstated.

Reward credits. The sign-up gift and invitation rewards expire 30 days after they are granted, and daily check-in credits expire at the next UTC midnight. Reward credits have no cash value and expired reward credits are not reinstated.

Cancelling a subscription

Open your billing settings and choose to manage your subscription. You will be taken to the billing portal run by Stripe, our payment processor, where you can cancel in a few steps.

Cancelling stops the next renewal. Your plan, and everything it includes, carries on until the end of the period you have already paid for.
Yearly plans continue their monthly grants through the prepaid term, so cancelling a yearly plan in month three still delivers the remaining grants for that year.
After the plan ends, the paid credits left in your balance still work on paid models and paid settings, such as higher resolutions and longer clips.
Cancelling on its own does not trigger a refund. If you also want money back for a recent payment, see the 7-day rule below.

When a generation goes wrong

You do not need to ask for anything when a generation fails for a technical reason, at PicVideo or at the AI model provider: the credits reserved for it are released back to your balance automatically. Returned credits rejoin the batch they came from; if that batch has expired in the meantime, they come back as a new batch valid for 72 hours.

If a finished image or video arrives broken because of a problem on our side, for example a clip that will not play, contact us with the generation details. Once we have confirmed the fault, we return the credits it used.

A generation that completes normally uses its credits even if you would have liked a different creative result. AI output varies from run to run, and the price of every generation is shown beside the Generate button before you start.

The 7-day refund rule

Which payments it covers

The rule applies to each real payment on its own: the first payment for a subscription, every renewal after that, and every credit pack. Each payment can be refunded once.

A payment qualifies when both of these are true:

Timing. Your refund email reaches us within 7 days of the moment the payment was confirmed. We go by the time we receive your email, not by the time we finish reviewing it.
Usage. The credits used since that payment add up to no more than 10% of the credits that payment covers:
- a credit pack: the credits in that pack;
- a monthly subscription payment: the credits for that month;
- a yearly subscription payment: one month's credits, not the full year.

When a payment qualifies, we refund 90% of the amount you actually paid for it. The remaining 10% covers payment processing costs.

How usage is counted

Usage means every credit spent from your account after the payment, whichever batch it came from. Paid credits, sign-up gifts, check-in rewards and invitation rewards all count. Credits returned automatically after a failed generation are not counted, because they were never used.

Worked examples at current prices

A family-photo pack. You buy the 8,500-credit pack for $199.90 to animate a box of scanned family prints. Four days later you have used 600 credits. The limit is 850 credits (10% of 8,500), so the payment qualifies and we refund $179.91 (90% of $199.90).

A monthly portrait plan. You take out Pro monthly at $49.90 for 3,000 credits to turn client portraits into short clips. Within the week you have spent 420 credits. The limit for that month is 300 credits, so this payment no longer qualifies. Had you stopped at 300 credits or fewer, the refund would have been $44.91.

A yearly plan. You choose Standard yearly at $288.00, which delivers 1,400 credits each month. The usage limit is based on one month's grant, so it is 140 credits (10% of 1,400), not 10% of the 16,800 credits in the whole year. If you email us on day 5 having used 120 credits, the payment qualifies and we refund $259.20 (90% of $288.00).

Upgrade charges

When you move to a higher plan partway through a period, the extra amount charged for the upgrade is reviewed on its own merits rather than under the 7-day rule. Write to us and we will look at it individually.

Duplicate and mistaken charges

If you were charged twice for the same purchase, or charged for something you did not buy, tell us. Once we have verified it, we refund the full amount, whatever the date and however many credits you have used.

What a refund changes

Subscription payments. The subscription ends straight away and will not renew. Credits still remaining from the refunded payment are removed from your balance, and the paid model access that came from that subscription ends with it. Access from a separate pack you bought is assessed on its own.
Credit packs. Credits still remaining from the refunded pack are removed, and the paid benefits that pack gave you end.

We confirm the refunded amount and its effect on your credits in our reply.

What we cannot refund

Sign-up gifts, check-in rewards, invitation rewards and any other free credits.
Requests that fall outside the rules above, except where the law requires a refund.
Payments that are already the subject of a dispute or chargeback.
Accounts involved in fraud or in abuse of this policy, and accounts we have terminated for breaking our Terms of Service.

Disputes and chargebacks

If something about a charge looks wrong, please write to us before contacting your bank. It is almost always the faster route.

If you open a dispute or chargeback instead:

The credits from the disputed payment are removed or suspended, and the paid features it unlocked are paused while the dispute is open.
If the dispute is resolved in PicVideo's favour, we review the linked payment and restore the credits and access that are still eligible. Credits that were already used by a generation cannot be restored a second time as spendable credits.
If the dispute is resolved in your favour, the payment is treated as fully refunded.

How to send a refund request

Self-service refunds are not available. Send an email from the address on your PicVideo account to our support address (listed on the contact page) with the subject line Refund Request, and include:

the email address of your PicVideo account;
the date of the charge, or the invoice number from your receipt;
what you bought, for example the 8,500-credit pack or Standard yearly;
a short reason for the request.

We reply within 5 business days. If we need more detail, such as a receipt or the generation in question, we will ask in that reply.

How the money comes back

An approved refund goes back to the payment method you used, through our payment processor; we cannot send it to a different card or account. Most banks and card providers show it within 5–10 business days. We also email you when the refund has been issued.