Refund Policy

Summary

• Unused credits are refundable within 7 days of purchase.
• If a video generation fails, the credit used for it is returned to your account automatically.
• A video with a serious defect, reported within 7 days, can get one free re-generation after manual review.
• If you were charged twice or had a technical problem with a purchase, contact us and we will look into it.

Credit Purchases

Credits are sold as one-time packs ($9.99 for 1 video, $14.99 for 3 videos, $29.99 for 10 videos; 1 credit = 1 video) and are processed by our online reseller and Merchant of Record, Waffo Pancake, who also handles order-related inquiries and returns. There is no subscription, so nothing renews. Credits you have not used are refundable within 7 days of purchase. To request a refund, email us with the email address on your account (or the email you used at guest checkout) and the order ID from your Waffo receipt email. Credits that have already been used to generate a video are not refundable, because each video uses paid AI processing as soon as you generate it.

The free photo check runs before you pay. Use it to make sure your photo is accepted before you buy.

Failed Generations

If a generation fails, you are not charged for it. The credit used for that attempt is returned to your account automatically, and you can try again.

A generation that completes but does not match your expectations does not count as a failure. Results depend on the photo you upload. See the pose guide and the pet version for tips on choosing a photo.

Serious Quality Issues

If a generation completes but the video has a serious defect, you can ask for one free re-generation. Serious defects are limited to:

• the person or pet is clearly not the one in your photo;
• the body, arms, hands or legs are visibly broken or distorted;
• the person or pet is missing from the video.

To ask, email support@bicephearts.com within 7 days of the generation, with your account email and the video link. Every request is reviewed manually, and nothing is granted until the review approves it. If it is approved, we add 1 credit for one re-generation to your account. This is a re-generation, not a money refund.

• At most one free re-generation per video; a re-generated video cannot be claimed again.
• Not covered: style or taste preferences, small differences in the face, fur or clothes, a pet's rough paw heart (paws cannot curl like a hand), and photos that do not follow the photo tips (for example group photos, cropped arms, or blurry photos).
• Credits added for a re-generation are not refundable and do not count as unused purchased credits.

Videos are deleted automatically within 7 days of upload, so report a defect before then.

Duplicate Charges and Technical Issues

Contact us if:

• you were charged more than once for the same purchase;
• you were charged but the credits did not appear in your account; or
• a technical problem on our side prevented you from using credits you paid for.

Please include the email address on your account and the order ID from your Waffo receipt email. We will review the case and, where the issue is confirmed, add the missing credits or refund the duplicate charge.

Account Termination

Unused credits are not refunded if your account is suspended or terminated for violating our Terms of Service or Content and Copyright Policy.

Contact

For refund or billing questions, please contact us at support@bicephearts.com.