Refund Policy

Contact Before a Dispute

Email [email protected] before filing a chargeback. Include your account email, order ID, payment date, and the reason for the request so we can investigate promptly.

Unused Purchases

You may request review of a purchase within seven days when none of its credits have been used. Approval is subject to payment status, account activity, fraud checks, and applicable law. A refund ends access to the refunded subscription or removes the refunded credits.

Used Credits and Subscriptions

Credits already used for generation are non-refundable. We do not provide prorated refunds for partially used subscription periods, unused time after cancellation, expired allowances, or a completed output that does not match a subjective expectation.

Cancelling a subscription stops the next renewal; access normally continues through the paid period.

Generation Failures

• Technical failure: if Hailuo03AI or the upstream provider fails for a non-policy technical reason, the consumed generation credits are returned automatically and only once.
• Blocked before submission: a prompt or image rejected by our pre-generation moderation does not consume credits.
• Provider policy rejection: if a request passes pre-checks, is sent upstream, and is rejected for NSFW, illegal, infringing, deceptive, violent, hateful, or other prohibited content, provider cost may already have occurred. Those credits are not refunded.
• Completed but unsatisfactory output: credits pay for generation compute, not a guaranteed artistic result. Completed outputs are not refundable for style, quality, likeness, anatomy, motion, or prompt-adherence dissatisfaction.

Duplicate charges, unauthorized transactions, and rights that cannot be excluded by law are reviewed separately. Contact us promptly so we can preserve the relevant logs and payment evidence.