Refund Policy

Free plans and free credits are provided at no charge. No refund is owed in respect of free credits, free trials, promotional credits, or credits granted as a courtesy. VidGen may modify, withdraw, or terminate any free offering at any time without notice or liability.

Once credits have been consumed by a Service operation — including but not limited to a successful AI video render, AI avatar video render, voice clone, text-to-speech generation, dubbing, captioning, or any API call that draws on credit balance — those credits are non-refundable, regardless of whether the resulting Output meets your subjective expectations.

Credits consumed by failed or partial operations caused by infrastructure failure on our side will, where reasonably practicable, be re-credited to your account upon request. Credits consumed by errors in user Inputs, prompts, scripts, settings, or third-party services are not refundable.

You may submit a refund request in respect of an unconsumed paid balance only where all of the following conditions are met:

1. The request is submitted within seven (7) calendar days of the original payment;
2. The credits, plan or package you are requesting a refund for have not been used;
3. You have not previously been issued a refund for the same plan or package;
4. You provide the original transaction reference and a clear description of the reason for the request;
5. You are not in breach of the Terms of Service or any law.

Refunds beyond this 7-day window will not normally be issued. VidGen reserves sole and reasonable discretion to refuse a refund request that does not meet the above conditions.

Recurring subscriptions auto-renew at the published price for the relevant tier. To avoid renewal you must cancel at least twenty-four (24) hours before the next billing date. Renewal charges, once invoiced, are not refundable on a pro-rata basis. You retain access to the paid Service for the remainder of the period you have paid for, after which the account reverts to the free tier (if available).

Refunds, credits and termination rights for enterprise plans and custom contracts are governed by the specific written agreement between VidGen and the enterprise customer. In the absence of any written agreement, the standard terms of this Policy apply.

To request a refund, please email billing@vidgen.pk with the subject line “Refund request”, providing:

• the email address registered to your VidGen account;
• the original transaction date, amount, and reference number;
• the plan or credit pack purchased;
• a clear description of the reason for the request.

We aim to acknowledge refund requests within five (5) business days. Approved refunds are issued to the original payment method within ten to fifteen (10–15) business days, subject to processor timelines outside our control.

Filing a chargeback or payment dispute with your card issuer or bank without first contacting us is a breach of these Terms. Where we receive an unsubstantiated chargeback we reserve the right to suspend the relevant account, block future use of the Service, and recover all associated costs (including chargeback fees) from the account holder, in addition to any other remedies available at law.

Beyond the eligibility criteria above, VidGen may, at its sole and reasonable discretion, issue a partial or full refund as a goodwill gesture, particularly in the event of a verified, sustained Service outage materially preventing your use of the Service. Such discretionary refunds are not precedents and do not establish any right to similar treatment in the future.

No refund will be issued where, in our reasonable assessment, you have engaged in fraud, abuse, or violation of the Terms of Service or Acceptable Use Policy. In such cases we may also terminate the account and pursue further remedies.

We may update this Refund Policy from time to time. The “Last updated” date above reflects the most recent revision. The version of the Policy in force at the time of your purchase governs that purchase.

This Refund Policy should be read together with our Terms of Service, Privacy Policy and Cookie Policy.

For refund and billing enquiries please contact billing@vidgen.pk or WhatsApp +92 304 7036143.