Refund Policy

Last updated: August 26, 2026

This Refund Policy applies to purchases made from ONELOOP LIMITEDthrough Image2Video. It forms part of our Terms of Service and does not limit any refund, cancellation, or consumer rights that cannot lawfully be excluded.

Standard Refund Eligibility

You may request a refund for a one-time credit purchase, an initial subscription charge, or a subscription renewal charge when both of the following conditions are met:

1. we receive your request within 14 calendar days after the date of the relevant charge; and
2. you have used less than 20% of the credits allocated by that purchase or subscription charge.

Each charge is assessed separately. If a refund is approved, the corresponding unused credits and plan benefits may be removed from your account, and access to the refunded paid plan may end immediately.

Subscription Cancellation

Subscriptions renew automatically until cancelled. You may cancel using the account controls available for your payment method or by contacting us. Cancellation stops future renewal charges and normally takes effect at the end of the current paid billing period. Cancellation alone does not refund a completed charge; a refund request must satisfy the rules in this Policy unless applicable law requires otherwise.

Failed Generations and Service Errors

When an AI generation fails and our system confirms that no usable result was delivered, the credits charged for that generation may be returned automatically to your Image2Video balance. A return of credits is not a cash refund. If credits are not restored after a confirmed failure, contact support with the task details so that we can investigate.

If a duplicate charge, unauthorized charge, material service defect, or other exceptional circumstance occurs, contact us promptly. We will review the circumstances individually and provide the remedy required by applicable law or, where appropriate, our payment-provider rules.

Normally Non-Refundable Circumstances

Unless applicable law requires otherwise, we normally do not issue a refund where:

• the request is submitted more than 14 calendar days after charge;
• 20% or more of the credits from the relevant charge were used;
• the credits or paid benefits were transferred, redeemed, exhausted, or used to obtain substantial Service value;
• the account was suspended or terminated for fraud, abuse, chargeback misuse, or a material violation of our Terms of Service; or
• the request concerns dissatisfaction with the subjective style or quality of a successfully delivered AI output rather than a verified technical failure.

How to Request a Refund

Email support@image2video.org with the subject line "Refund Request" and include:

• your full name;
• the email address associated with your account;
• the order ID, invoice ID, or transaction number;
• the purchase or renewal date;
• the reason for the request; and
• any relevant task ID, screenshot, or other information needed to investigate a technical problem.

Do not email full payment-card numbers, passwords, or other sensitive authentication information.

Review and Refund Timing

We aim to acknowledge or respond to a complete request within 2 business days. We may ask for reasonable information to verify the account, transaction, credit usage, or claimed error. If approved, we will submit the refund to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the funds.

Refunds are normally made in the original transaction currency and to the original payment method. Exchange-rate differences and fees charged independently by a bank or payment provider are outside our control and are not reimbursed by us unless required by law.

Changes to This Policy

We may update this Policy to reflect changes in the Service, payment methods, or applicable law. The updated Policy will be posted here with a revised date. A change will not reduce refund rights that already applied to a completed purchase before the change took effect.

Governing Law

This Refund Policy is governed by the laws of the Hong Kong Special Administrative Region. This does not limit mandatory consumer rights available under the law applicable to you.

Contact Us

Customer support and after-sales email: support@image2video.org