Refunds for credits and failed jobs.

1. Prepaid Credits

WhiteCat Video Studio may sell prepaid credits that can be used to generate AI videos. Credits are applied to your Video account and are consumed when you submit eligible generation jobs.

2. Failed Generations

If a video generation job fails because of a provider error, temporary connection issue, storage error, or moderation issue before delivery, the platform may automatically return the charged credits to your account. These credit refunds are shown inside the studio or job record when available.

3. Cash Refund Requests

You may request a cash refund for unused prepaid credits within 14 days of purchase. Refund eligibility depends on whether the credits have been used, whether the account has violated our terms, and whether the purchase is subject to fraud, abuse, chargeback, or payment-provider restrictions.

Used credits, completed generation jobs, downloaded outputs, custom service work, and promotional or bonus credits are generally not refundable unless required by law.

4. How Refunds Are Processed

Approved cash refunds are returned to the original payment method through the payment provider or merchant of record that processed the order. Bank, card, and payment-provider processing times may vary.

5. Duplicate or Unauthorized Purchases

If you believe a purchase was duplicated, unauthorized, or charged in error, contact us as soon as possible with your account email, order reference, payment date, and the issue details.

6. Abuse and Policy Violations

We may deny refunds or close access where credits or generated outputs are used for prohibited content, fraud, spam, infringement, chargeback abuse, or attempts to bypass platform safety rules.

7. Contact

Refund requests can be sent to [email protected]. Please include your Video account email and order reference if available.