Refund Policy

Our Satisfaction Guarantee

At ElfVid, we want you to be completely satisfied with your magical elf videos. We offer a 100% satisfaction guarantee with flexible refund options to ensure your Christmas celebrations are perfect.

48-Hour Satisfaction Guarantee

We offer a 48-hour satisfaction guarantee on all video generations:

• If you're not satisfied with your video quality
• If the video doesn't match your expectations
• If there are technical issues with the generated content
• If the AI misinterpreted your script significantly

What We'll Do

• Regenerate for Free: We'll create a new video with your feedback
• Script Assistance: Our team can help improve your script
• Full Refund: If regeneration doesn't solve the issue
• Bonus Credits: As an apology for any inconvenience

Refund Eligibility

✅ Eligible for Full Refund

• Video generation failed due to technical issues on our end
• Video quality is significantly below our standards
• Content doesn't match the provided script (major deviations)
• Video contains inappropriate content despite appropriate script
• You're unable to download or access your completed video
• Billing errors or duplicate charges

❌ Not Eligible for Refund

• Change of mind after video generation is complete
• Minor variations in AI interpretation (expected with AI technology)
• Videos generated with inappropriate scripts (violating our content policy)
• Requests made more than 48 hours after video completion
• Credits used for successful video generations that met quality standards

Subscription Refunds

Monthly Subscriptions

• Cancellation: Can be cancelled anytime, effective next billing cycle
• Unused Credits: Remain available until subscription expires
• Mid-cycle Cancellation: No refund for current month (service continues until end of period)
• Billing Issues: Full refund if charged incorrectly

Annual Subscriptions

• First 14 Days: Full refund available
• After 14 Days: Prorated refund for unused months
• Unused Credits: Calculated into refund amount
• Technical Issues: Full consideration for refunds regardless of time period

Credit Pack Refunds

Unused Credits

• Within 30 Days: Full refund for unused credits
• After 30 Days: Refund at our discretion based on circumstances
• Partial Use: Refund for remaining unused credits

Failed Generations

• Credits automatically refunded for failed video generations
• No credit charged if video doesn't complete processing
• Free regeneration if failure was due to our technical issues

How to Request a Refund

Step 1: Contact Support

Reach out to our support team within 48 hours:

• Email: support@elfvid.com
• Subject: Refund Request - [Your Order ID]
• Contact Form: Available on our website

Step 2: Provide Details

Include the following information:

• Your account email address
• Order ID or transaction details
• Video ID or generation timestamp
• Detailed description of the issue
• Screenshots or video links (if applicable)

Step 3: Our Review Process

• Initial Response: Within 4 hours during business days
• Investigation: We'll review your case and the generated content
• Resolution: Decision communicated within 24 hours
• Processing: Approved refunds processed within 3-5 business days

Refund Processing

Payment Method

• Refunds are processed to the original payment method
• Credit card refunds: 3-5 business days
• PayPal refunds: 1-2 business days
• Bank transfers: 5-7 business days

Processing Fees

• We absorb all processing fees for eligible refunds
• You receive the full amount you originally paid
• International transaction fees may apply (bank-dependent)

Special Circumstances

🎄 Holiday Season

During peak holiday season (December 1-25), we offer enhanced support:

• Extended support hours for refund requests
• Priority processing for holiday-related videos
• Flexible policies for time-sensitive Christmas content
• Emergency regeneration service for Christmas Eve requests

Technical Issues

• Service Outages: Full refunds for affected orders
• Quality Degradation: Free regeneration or refund
• Data Loss: Immediate refund and bonus credits

Alternative Resolutions

Before processing a refund, we may offer:

• Free Regeneration: Create a new video with improved script
• Bonus Credits: Additional credits for future use
• Script Consultation: Professional help with your content
• Extended Access: Additional time to download or access your video
• Format Options: Different video formats or quality settings

Dispute Resolution

Internal Resolution

• Our support team aims to resolve all issues directly
• Escalation to management for complex cases
• Customer satisfaction is our top priority

External Options

• Payment Processor: Contact Stripe for payment disputes
• Bank/Credit Card: Chargeback options available
• Consumer Protection: Contact relevant authorities if needed

Prevention Tips

To ensure the best video generation experience:

• Clear Scripts: Provide detailed, specific instructions
• Appropriate Content: Follow our content guidelines
• Realistic Expectations: Understand AI capabilities and limitations
• Test First: Try with a simple script before complex requests
• Read Examples: Review sample scripts in our help center

Contact Information

For refund requests or questions about this policy:

• Email: support@elfvid.com
• Priority Email: refunds@elfvid.com
• Business Hours: Mon-Fri, 9 AM - 6 PM EST
• Holiday Hours: Extended hours in December