This Refund Policy explains when Video AD Builder issues refunds for credits and subscription charges, when we do not, and how to request a review. Our goal is simple: if something went wrong on our side, we refund quickly and generously. If a generation succeeded and you simply did not like the result, the credits stay spent.

Last updated: 25 May 2026.

Template; have counsel review. This document is provided as a working template. It is not legal advice. Please have your own counsel review and adapt it for your jurisdiction before relying on it.

1. Our philosophy

Video AD Builder runs on a credit model. You buy credits (either as a monthly subscription or as a one-off top-up) and you spend credits when you generate banners or videos with Google Gemini and Vertex AI Veo. Credits are a cash equivalent. Once a credit has been redeemed for a successful generation it is treated as consumed, in the same way that a printed page from a print shop is not refundable once printed.

The exceptions to that rule, described below, are generous and largely automated. We would rather refund a borderline case than have a customer feel cheated. Please read the rest of this page so you know exactly what is covered, and please contact us if you are unsure: we would rather hear from you than lose your trust.

This policy works alongside our Terms of Service and our Privacy Policy.

2. Automatic refunds

The platform automatically returns credits to your balance in the following situations. No action is required from you. Refunds typically appear within seconds.

2.1 Failed generations

If a generation request returns an error from the underlying model, times out before completing, or produces a malformed output (zero-byte file, unreadable video, corrupted image), the credits charged for that request are refunded to your balance automatically.

2.2 Platform downtime affecting an in-flight job

If a generation is in progress when the platform or one of its critical dependencies goes offline, and the job cannot recover, the credits are refunded automatically when the system detects the failure. You will see a "Refunded - service issue" entry on your usage history.

3. Discretionary refunds

Some failures are not detectable by automated checks. If a generation completed and credited as successful but the output is unusable due to model behavior we would consider a defect, please contact us and we will review.

Examples of cases we typically refund:

• The product in your reference image is rendered with severe artifacts (extra fingers on a hand model, mangled text on packaging, distorted logo).
• The video output contains a sudden frame discontinuity, audio glitch, or watermark that should not be present.
• The model returned content that violates its own safety filters in a way the platform should have caught.

To qualify, please submit the request within 24 hours of the generation. We aim to respond within one business day. Decisions are at our discretion, but our default posture is to refund when there is reasonable doubt about quality.

4. Subscription refunds

4.1 Monthly plans (Starter $19, Professional $49, Business $129)

If you are a first-time subscriber to one of our monthly plans, you may request a full refund within 14 days of the initial charge, no questions asked, provided that you have used fewer than 50% of the credits included in your plan. After 14 days, or once 50% or more of plan credits have been consumed, the subscription will continue to the end of the current billing period and then cancel; we do not issue prorated refunds for the unused portion in those cases unless there is a documented service issue.

4.2 Annual plans

Annual plans have a 30-day refund window from the date of charge. After 30 days, refunds are prorated only when there is a documented and substantial service issue (extended outage, persistent generation failures, billing error). Where prorated refunds apply, we calculate them from the date of the documented issue, not the date of the request.

4.3 Renewal charges

Renewals are not eligible for the first-time-subscriber refund window. You can cancel a subscription at any time from your account settings; cancellation stops the next renewal and lets you use any remaining credits through the end of the current period.

5. What is not refundable

We do not issue refunds in the following situations.

5.1 Aesthetic dissatisfaction with successful generations

If a generation completed successfully and the output is technically sound but you do not like the result, the credits are considered spent. Generative models are probabilistic. Better prompts and iteration produce better results, and we publish guidance on prompt design in our help center.

5.2 Customer configuration mistakes

If you accidentally subscribed to the wrong plan, generated at the wrong aspect ratio, or chose the wrong model for your use case, we will gladly switch you to the correct configuration going forward but we will not refund the difference or the credits already consumed.

5.3 Charges older than 90 days

Refund requests for charges more than 90 days old fall outside the standard payment-processor dispute window and are generally declined.

5.4 Used one-off credit top-ups

One-off credit top-ups are non-refundable once any credit from the pack has been spent. Unused top-up packs may be refunded on request within 30 days of purchase.

5.5 Accounts terminated for AUP violations

Accounts terminated for violations of our Acceptable Use Policy forfeit any remaining credit balance and are not eligible for refunds.

6. Currency, exchange rates, and processor fees

Refunds are processed in the original currency of the charge and to the original payment method. Because of exchange-rate movement between charge date and refund date, the amount you see in your local currency may differ slightly from the original charge; this is a function of your card issuer's conversion, not a deduction by us. We do not pass through payment-processor fees on refunds: we cover those ourselves. The amount refunded is the full amount you were charged.

7. How to request a refund

Email hello@videoadbuilder.com with the following:

• The email address associated with your Video AD Builder account.
• The generation ID, invoice number, or charge date.
• A brief description of the issue. Screenshots of the problematic output help.

You can find generation IDs in your usage history and invoice numbers in your billing settings. We aim to respond to every refund inquiry within one business day. Approved refunds typically post to your card within 5 to 10 business days, depending on your bank.

8. Disputes and chargebacks

If you disagree with a decision, please reply to the same email thread and ask for a second-pair-of-eyes review. A different team member will look at the case and respond within 5 business days.

We ask that you treat chargebacks as a last resort. Filing a chargeback for a charge you have not first raised with our support team typically results in the account being suspended pending resolution, because chargebacks impose fees and reputational costs on us with our payment processor. We would much rather resolve the issue directly. In almost every case we are able to.

9. Statutory rights

Nothing in this policy is intended to limit any non-waivable consumer rights you may have under applicable law, including but not limited to rights under the EU Consumer Rights Directive, the UK Consumer Contracts Regulations, or similar legislation in your jurisdiction. Where statutory rights apply, this policy is read in addition to them, not instead of them.

10. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be announced by email to active account holders at least 14 days before they take effect. The "Last updated" date at the top of this page always reflects the current version. Refund decisions are governed by the version of the policy in effect on the date of the original charge.

11. Contact

Refund requests and billing questions: hello@videoadbuilder.com

Thank you for choosing Video AD Builder. We work hard to make refunds rare and resolutions fast.