Refund policy
We want the purchase to be simple: buy a pack, make a cafe video, and get your credits back if the render fails. This policy explains when a refund is automatic, when to contact us, and how long it takes.
1. Failed renders are refunded automatically
If the model cannot finish your video, or the provider returns an unusable result, the 4 credits for that render return to your balance automatically. You do not need to open a ticket. The job will show as failed in My videos, and you can retry with the same photos or a clearer pair.
2. A successful video that is materially wrong
If a render succeeds but is materially different from the product description — for example, the video is missing, corrupt, or does not contain the scene you paid for — contact us within 7 days of the render. Include your order or video ID and a short description of the problem. We will review the file and, where the issue is ours, re-render the video or refund the credits used.
3. Unused credits
If you bought a pack and have not used some or all of the credits, you may ask for a refund of the unused portion within 14 days of purchase. We may decline a refund where the credits were already spent, where the pack was bought fraudulently, or where a statutory exception applies. Approved refunds are returned to the original payment method.
4. Change of mind after a download
Because a generated video is a digital product delivered immediately, a change of mind after you have downloaded and used the video is not automatically refundable. If the video is unusable, use the process in section 2 instead of a change-of-mind request.
5. Statutory rights
Nothing in this policy limits a consumer right that cannot be waived under the law of your country of residence. If you are in the European Union or the United Kingdom, you may have a right of withdrawal for digital content; by asking us to start a render immediately, you consent to immediate performance and acknowledge that the withdrawal right ends once the video is delivered. Your statutory remedies for faulty digital content remain available.
6. How to request a refund
- Email support@fancycafeai.org from the address on your account.
- Include the order reference or the video ID, the date, and what went wrong.
- If the video is faulty, attach a screenshot or a short clip showing the issue.
- We will confirm receipt within two business days and aim to decide within five business days.
7. Chargebacks
Please contact us before opening a chargeback. A chargeback can freeze the account while the payment provider investigates. If a chargeback is opened for a purchase that was correctly delivered, we may suspend the account and recover the credits until the dispute is resolved.
8. What is not refundable
- Credits already spent on a successful render, except where section 2 applies.
- A video that you simply do not like, where it matches the description and contains the scene you ordered.
- An account closed for a violation of the terms or acceptable use policy.
- Fees charged by your bank or card issuer.
9. Timing
Credit refunds are immediate once approved. Card refunds are submitted within two business days, but the money can take 5–10 business days to appear, depending on your bank. The merchant of record may show the refund on the original order.
10. Contact
Refund questions: support@fancycafeai.org.