Refund Policy

Our approach

This policy explains how SUPERVIVID LLC handles refunds for purchases made on supervivid.ai. It supplements our Terms of Service; if the two conflict, this policy controls for refund matters.

The honest context: every generation you run consumes GPU compute that we pay for the moment it happens. That's why used credits can't be refunded — the cost is already spent. Everything around that, we keep as generous as we can: billing mistakes are always refunded, failed renders are always re-credited, and unused purchases have real refund paths described below.

Subscriptions

Cancelling

You can cancel your plan at any time from account settings. Cancellation stops future charges; you keep your plan benefits and monthly credits until the end of the period you already paid for. We don't do cancellation fees or retention hoops.

Refunds on renewals

If a subscription renewed and you didn't mean it to, contact us within 14 days of the charge. If you haven't used any of the credits granted by that renewal, we refund it in full. If some credits were used, we'll work out a fair resolution — typically a prorated refund or account credit.

Annual plans

Annual purchases can be refunded within 14 days of the initial charge, less the value of any credits used at the monthly equivalent rate. After 14 days, annual plans are non-refundable but can always be set to not renew.

Credit packs

One-time credit packs are refundable within 14 days of purchase if the pack isentirely unused. Once any credits from a pack have been spent, the pack becomes non-refundable — the compute behind those credits has already been consumed. Promotional or bonus credits have no cash value and are never refundable.

Failed generations

We never want you to pay for a render that didn't happen. Credits are automatically returned when:

• A generation fails due to a server or model error on our side;
• A generation is cancelled by our infrastructure before producing output;
• A model provider outage interrupts your render mid-way.

Automatic re-crediting usually happens within minutes. If it doesn't — or if a render completed but is clearly broken (corrupted file, blank output) — report it within 7 days and we'll re-credit you manually.

Note that a generation that completes successfully but isn't the result you hoped for is not a failed generation. Generative AI is probabilistic, and unpredictability is part of the medium — iteration is how the tool is meant to be used.

Billing errors & duplicates

Duplicate charges, incorrect amounts, charges after cancellation, and any other billing error on our side are refunded in full, no questions asked, whenever you report them. There is no time limit for reporting a genuine billing error.

How to request a refund

Email [email protected] with the subject "Refund request" (or use the contact page) and include:

1. The email address on your Supervivid account;
2. The date and amount of the charge;
3. A short description of the issue.

A human reviews every request — there's no automated denial system. We respond within one business day.

Processing times

• Account credits — applied immediately once approved;
• Card refunds — issued within 2 business days of approval; your bank typically posts them in 5–10 business days;
• Other payment methods — timing depends on the provider, usually within 10 business days.

Refunds always go back to the original payment method. We can't redirect refunds to a different card or account.

EU & UK withdrawal rights

If you're in the European Union or the United Kingdom, you generally have a 14-day right of withdrawal for online purchases. For digital services like Supervivid, that right lapses once you ask us to start performing the service — which happens when you spend credits. At checkout we ask for your express consent to begin immediately and your acknowledgment that using credits waives withdrawal for the used portion. Your unused-purchase refund rights in sections 2 and 3 match or exceed the statutory baseline, and nothing in this policy limits any non-waivable consumer rights in your country.

Chargebacks

Please contact us before disputing a charge with your bank — we resolve almost everything faster than a chargeback does, and unwarranted chargebacks force us to suspend the associated account while the dispute is open. If you've filed a chargeback for a charge we already refunded, let us know so we can help untangle it.

Questions about this policy? Email [email protected].