Last Updated: May 19, 2025
VosuAI provides digital, on-demand AI generation services (video, image, audio, etc.). Because AI generation consumes non-recoverable compute resources once used, refunds are limited and governed by the rules below.
This policy applies to purchases made on VosuAI websites and apps unless a separate written agreement applies.
1) Key Definitions
- Credits: Units that are consumed to generate or edit content (including retries and failed attempts where compute is used).
- Service Start: The moment credits are spent, a generation job starts, or paid features become accessible.
- Subscription: Recurring billing plan (monthly/annual, etc.).
- One-time purchase / Top-up: Non-recurring credit packs or add-ons (if offered).
2) Refund Eligibility (General Rule)
A refund may be approved only if all conditions below are met:
- You request it within 3 days (72 hours) of purchase, and
- Your account has used 50 credits or fewer from the relevant purchase, and
- There is no fraud/abuse/chargeback-related activity, and
- We can verify the account ownership and transaction details.
If your account has used more than 50 credits, the purchase is not refundable, even within the 72-hour window.
3) Subscriptions (Recurring Plans)
3.1 Cancel Anytime
You can cancel your subscription at any time to stop future renewals. Cancellation takes effect at the end of the current billing period unless otherwise stated in your plan.
3.2 Renewal Charges
Renewals are non-refundable once the renewal period begins and credits/features are available, except where required by applicable law.
3.3 Trials (If Offered)
If you offer free or discounted trials: Trial charges are refundable only if requested within 72 hours and within the credit limits in Section 2, unless otherwise stated at checkout.
4) One-time Credit Packs / Add-ons (If Offered)
Unless required by applicable law:
- Unused one-time credit packs may be eligible for a refund if requested within 72 hours.
- Once any credits from a one-time purchase are used, that purchase is non-refundable (due to compute costs), except where required by law.
5) Non-Refundable Items
Refunds are not available for:
- Requests made after 72 hours (unless required by law)
- Purchases where more than 50 credits were used (per Section 2)
- Charges related to fraud, abuse, policy violations, or suspicious activity
- Accounts that repeatedly request refunds in a pattern that indicates misuse
- Third-party purchases (App Store / Google Play / marketplaces), which must follow that platform's refund rules
- Promotional credits, free credits, bonus credits, or gifted credits (these have no cash value)
6) Payment Processing Fees (Stripe/Processor Fees)
If a refund is approved, payment processing fees are non-refundable because payment processors typically do not return these fees to merchants.
Exception: Where applicable law requires a full refund including fees, we will comply.
7) AI Output Limitations & Service Interruptions
VosuAI uses advanced AI models that may occasionally produce:
- frame inconsistencies (e.g., face drift), artifacts, or variations
- temporary slowdowns, queue delays, outages, or provider instability
- failures that require retries
These limitations do not automatically qualify for a refund.
When issues occur, we may offer (at our discretion):
- troubleshooting assistance
- generation retries
- replacement credits
- alternative model suggestions
Refunds for technical issues are evaluated case-by-case under Sections 2–6.
8) Chargebacks & Payment Disputes
If you believe there is a billing issue, contact support@vosu.ai first so we can resolve it quickly.
If a chargeback/dispute is filed:
- We may pause account access or restrict credit usage during the investigation to prevent additional consumption of compute resources.
- If a chargeback is resolved in our favor, access may be restored. If resolved against us, the account may remain restricted.
- This is to protect against fraud and duplicate consumption.
9) How to Request a Refund
Email support@vosu.ai and include:
- Account email
- Invoice/order ID (or transaction reference)
- Purchase date and amount
- Reason for request (1–2 sentences is enough)
- Relevant job IDs/screenshots if it's a technical issue
We may request additional information to verify ownership or troubleshoot.
10) Review Time & Refund Timing
- Typical review: 1–3 business days
- If approved, refunds are issued to the original payment method only
- Banks/processors typically take 5–10 business days to post the refund (varies by provider)
- VosuAI is not responsible for bank delays or currency conversion differences.
11) EU/EEA/UK Consumer Notice (Digital Services)
If you are a consumer in the EU/EEA/UK, you may have a 14-day right of withdrawal for online purchases in certain cases.
However, for digital services/content, this right can be limited once:
- you request immediate performance (access/generation starts), and
- you acknowledge that you may lose your withdrawal right once the service begins, to the extent permitted by law.
Where required by law, VosuAI will honor applicable withdrawal rights.
12) Policy Updates
We may update this policy from time to time. Changes will be posted on this page with a new "Last Updated" date.