Refund & Cancellation
Our policy on credits usage, refunds, and cancellations.
1. Video Generation Credits
Vio AI operates on a pay-as-you-go credit model (1 credit = ₹1). When you start a video generation job, credits are deducted from your balance based on the length and features of the video.
2. Automatic Fail-Safe Refunds
If a video generation job fails due to processing errors, API limits, or temporary service outages, the system detects it automatically and **instantly refunds the exact credit amount** back to your wallet. You will not be charged for failed rendering jobs.
3. Top-Up Transactions Refunds
Because Vio AI delivers digital credits instantly upon checkout, general payments for successfully delivered credits are non-refundable. However, if you experience payment processing issues, double charges, or did not receive the credited amount, you are entitled to a full refund.
Refund requests for transaction errors must be submitted within **7 days** of the payment date. To request a refund, contact us at support@vioai.in with your Razorpay Payment ID.
4. Cancellations
Vio AI has no recurring monthly subscriptions or contract commitments. You only pay when you choose to top up your account. There are no cancellation fees or active subscriptions to manage. Any credits currently in your account balance remain valid indefinitely and do not expire.
5. Processing Timelines
Once a payment refund is approved by our team, it is initiated back to the original payment source (credit card, UPI, netbanking, etc.). Refunds are processed and reflected in your bank account or card balance within **5 to 7 business days** in accordance with Razorpay's standard processing cycles.