Confirm this policy with legal counsel and align it with Stripe settings, consumer law and the actual support process.
Credit packs
Unused credit packs may be considered for refund when required by law or when a duplicate or clearly erroneous charge is verified. Time already consumed, processing costs, promotional credits and abuse-related losses may be non-refundable to the extent permitted by law.
Pro subscription
You may cancel future renewal through available account or support channels. Cancellation ordinarily takes effect at the end of the current paid period. Partial-period refunds are not automatic unless required by law or expressly approved.
Custom Character Studio
The $199 monthly subscription includes 1,000 FaceVI minutes for each paid month plus order handling, review, production setup, five video-state preparation, private prompt configuration and account delivery. Before production begins, a cancellation or refund request may be considered subject to payment fees and work already performed. After production has materially begun or a character is delivered, the current period is generally non-refundable except where required by law, the service was not provided, or FaceVI approves a remedy.
If FaceVI rejects a request because it violates rights, law or policy, the refund outcome may depend on whether the customer accurately disclosed the request and whether production costs were already incurred. Fraudulent or materially misleading submissions may not qualify for a refund where law permits.
24-hour target
The normal 24-hour production target is an estimate and is not a promise of automatic refund if exceeded. FaceVI will consider reasonable remedies when delay is substantial and attributable to FaceVI rather than incomplete information, requested revisions, rights review, customer non-response, third-party outages or force majeure.
How to request help
Contact Support with the account email, transaction date, order number and reason. Never send a full card number. Approved refunds are returned through the payment processor and timing depends on the bank.
Chargebacks
Please contact FaceVI first so the issue can be investigated. Fraudulent chargebacks may result in account suspension and preservation of relevant records.