Refund Policy

Last updated: September 30, 2026

We want you to be confident when buying credits. This policy explains when a refund is available.

Failed generations are always refunded in credits

If a video generation fails for any reason on our side or the model provider's side, the credits charged for that generation are automatically returned to your balance, usually within a few minutes. You do not need to contact us. If you believe credits were not returned, email support@wandvideo.com with the generation ID from your dashboard.

Refunds of credit purchases

You can request a full refund of a credit pack within 14 days of purchase if none of the credits from that pack have been used.

If some credits have been used, we can refund the unused portion at the pack's effective per-credit price, minus payment processing fees, within 14 days of purchase, provided the used credits were not spent on content that violates our Acceptable Use Policy.

Refunds are not available:

• more than 14 days after purchase;
• for free or promotional credits;
• when an account has been suspended for violating our Terms or Acceptable Use Policy;
• for dissatisfaction with the artistic quality of a successfully generated video. AI output varies; we recommend starting with a short, low-resolution test generation before committing more credits.

How to request a refund

Email support@wandvideo.com from the address on your account with the order ID (shown on your receipt and in Dashboard → Purchases). We respond within 2 business days. Approved refunds are returned to the original payment method within 5–10 business days depending on your bank.

Chargebacks

Please contact us before opening a dispute with your bank. Chargebacks filed without contacting us may result in account suspension while the dispute is investigated.