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Refund Policy

When you can get a VividHour subscription refunded, how cancelling works, and how credits for failed or rejected videos come back. Last updated 2026-10-21.

Summary

• A new subscription can be refunded in full within 7 days if you have used less than 20% of its credits.
• Renewals and periods you have already used are not refunded.
• You can cancel in one click on your account page. Your plan keeps working, credits included, until the billing period ends.
• A failed or rejected video never uses credits. They come back automatically.

Plans and prices are on the pricing page. Our payment provider, currently Waffo (Pancake), is the merchant of record: it takes the payments and sends out the refunds.

The 7-day refund for new subscriptions

You can get your full payment back for a new subscription when both of these are true:

1. You ask within 7 days of subscribing.
2. You have used less than 20% of the subscription's credits.

As an example, Starter gives 100 credits a month, so you qualify if you have used fewer than 20 of them. On Pro (250 credits) the limit is fewer than 50, and on Max (750 credits) it is fewer than 150.

A refunded subscription stops straight away, together with any credits still on it.

Payments we do not refund

• Renewals. When a subscription renews for another month or year, that payment is not refunded. To avoid a renewal, cancel before the renewal date.
• Used periods. We do not pay back time or credits that have already been used.
• Rule breaks. If we close an account for breaking our Content Rules or Terms of Service, the credits it already used are not refunded.

Credit packs

A credit pack costs $12.90 and adds 100 credits to your account. Pack credits never expire, so you can use them at your own pace. If you also have a subscription, its credits are used first and your pack credits wait. The 7-day refund above is for new subscriptions. If something went wrong with a credit pack purchase, email us and explain what happened.

Credits from failed or rejected videos

Sometimes a video cannot be made, either because the model fails or because our content checks reject it. In both cases the video uses no credits. Any credits that were taken when you started it go back to your balance automatically. You do not have to ask.

How cancelling works

Cancel at any time in one click on your account page. After you cancel:

• you will not be charged again;
• your plan and remaining credits stay available until the paid period runs out;
• unused subscription credits end with that period, because they do not roll over.

Cancelling stops future payments. It does not refund the current period, unless the 7-day refund for new subscriptions applies.

Requesting a refund

Write to support@vividhour.com from the email address on your VividHour account, and tell us which plan you bought and when. We check each request against this policy. Approved refunds are sent through our payment provider to the payment method you used. How long the money takes to arrive depends on your bank or card issuer.

Before you raise a dispute with your bank, please write to us. Most payment problems are quicker to fix that way.

Your legal rights

Consumer protection laws where you live may give you further rights, and this policy does not remove them. For anything else about payments and data, see our Terms of Service and Privacy Policy, or write to support@vividhour.com.