Refund Policy

Last updated: October 17, 2026

1. No Refunds on Credits

All credit purchases are final and non-refundable. This applies to all credit packages:

• Taster Pack (60 credits)
• Standard Pack (200 credits)
• Creator Pack (500 credits)
• Power Pack (1,200 credits)

Credits never expire. You can use them at any time in the future. This applies whether you purchase credits, receive them as affiliate rewards, or through any other means.

2. Failed Generation Refunds

2.1 Automatic Refund on Generation Failure

If a video generation fails for any reason (server error, model timeout, content filter rejection, or cancellation), the credits reserved for that generation are automatically refunded to your account within 24 hours.

2.2 What Counts as a Failed Generation?

Automatic refund applies when:

• Generation times out and exceeds our retry limit
• The AI model returns an error
• Content filtering rejects the generation (e.g., detected minor or NSFW content)
• You cancel the generation before completion
• Infrastructure failure prevents completion

2.3 What Does NOT Trigger a Refund

• You are unsatisfied with the video quality (quality issues are not refund grounds)
• You change your mind after successful generation
• You accidentally delete a video

3. EU Right of Withdrawal

3.1 Waiver of 14-Day Withdrawal Right

Under the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union and European Economic Area have a 14-day right to withdraw from distance contracts.

Prismojo explicitly exempts digital content (credits) from this 14-day right because:

• Credits are delivered and activated immediately upon purchase
• Once purchased, credits cannot be "returned" in their original form
• You must explicitly confirm this waiver at checkout before completing your purchase

3.2 Your Confirmation at Checkout

Before you complete any purchase, you see this checkbox:

☑ "I agree that credits are delivered immediately and I waive my right to withdraw from this purchase within 14 days."

By checking this box, you confirm that you understand this waiver and consent to receive credits immediately.

4. Billing Disputes

4.1 If You Were Charged in Error

If you believe you were charged incorrectly or without authorization, contact us immediately. Include:

• Your email address associated with the account
• The transaction ID or order number (from your receipt)
• A description of the issue
• The date and amount of the charge

4.2 Our Response Timeframe

We aim to respond to all billing inquiries within 48 hours. We will:

• Investigate the charge
• Confirm your account details and transaction history
• Determine if the charge was authorized and valid
• Issue a correction or explanation

4.3 Duplicate Charges

If you were charged multiple times for a single purchase, we will investigate and issue a full refund for duplicate charges within 3–5 business days.

5. Chargebacks & Payment Disputes

5.1 Chargeback Process

If you dispute a charge with your bank or credit card company (a "chargeback"), we will:

• Work with our merchant of record, Waffo Pancake, to defend the transaction
• Provide evidence of your purchase and consent
• Reserve the right to suspend your account during the dispute

5.2 Consequences of Invalid Chargebacks

If a chargeback is reversed (ruled in our favor) because the charge was valid and authorized, we will:

• Restore your account access
• Retain all credits purchased
• Note the incident in your account history

Repeated invalid chargebacks or payment disputes may result in permanent account suspension.

6. How to Contact Us

For refund requests, billing disputes, or questions about this policy:

• Use our Contact form to submit a detailed request
• Include your email, order details, and reason for the request
• We will respond within 48 hours