Refund policy

Last updated October 14, 2026

Credits are prepaid. This policy explains when credits and money come back. It replaces the previous 30-day guarantee for software licenses and keeps its spirit for credit purchases.

Automatic credit refunds

• If a video fails, the credits reserved for unfinished steps return to your balance automatically.
• If you cancel production, the credits for steps that had not finished return to your balance.
• When a video uses fewer credits than reserved, the difference returns as soon as it finishes.

30-day money-back guarantee

You can get your money back for a purchase within 30 days if:

• none of its credits have been used (full refund), or some of them have been used (refund of the unused share at the rate you paid);
• you have not broken the terms of service or the content policy;
• the purchase is not flagged for fraud.

Full refunds are always available for

• Technical problems our support team cannot fix, such as videos that repeatedly fail to render
• Accidental duplicate purchases
• Billing errors

Partial refunds

Between 31 and 60 days after purchase we refund the unused credits of that purchase on request, minus any bonus credits it included.

No refunds for

• Requests more than 60 days after purchase
• Credits already spent on finished videos (for a defective video see below)
• Free welcome credits, coupon bonus credits and promotional credits
• Accounts closed for breaking the terms

Defective videos

If a finished video has a clear technical defect (broken render, missing audio, wrong language), contact us within 7 days with the project link. We re-render it or return the credits it used.

Packs

When a pack purchase is refunded, its benefits (top-up rate, parallel videos, priority) end immediately.

How to request a refund

Email refunds@videorapid.com with your invoice number, the email of your account and the reason. We reply within 2 business days. Approved refunds are processed within 5 to 7 business days and usually reach your account 5 to 10 business days later, on the original payment method through Stripe.

Chargebacks

Please contact us before opening a chargeback with your bank; most issues are solved quickly. Chargebacks may lead to account suspension and declined future purchases.

This policy may be updated. The version in force on the date of your purchase applies to it. For exceptional situations, write to us and we will look at your case.