Refund Policy

This Refund Policy explains when and how you can get a refund or a replacement video from Ozil AI ("we", "us"). It forms part of our Terms of Service. Nothing in this policy limits any rights you have under the consumer protection laws of the country where you live.

1. Summary

• Failed render? Its credits are returned to your account automatically. No request needed.
• Clearly broken video? Email us within 14 days and we will return its credits or refund those credits' value pro rata.
• Charged in error or twice? We refund it in full.
• Unused credits? Ask within 14 days for a refund of the unused ones.
• Change of mind after a video has rendered successfully is not covered.

2. What you buy

You buy credits in packs (see Pricing). Every pack is a one-time payment; nothing renews. Starting a render uses the number of credits shown for the options you picked (model and resolution). Credits do not expire.

3. Failed renders — automatic return

If a render fails, or a render stays stuck far longer than normal, the credits it used are returned to your account automatically. You can then try again, with the same or different photos, at no extra cost. You do not need to contact us.

4. Broken or unusable videos

AI likeness, motion and transitions naturally vary between renders, and we cannot guarantee that every frame looks exactly like your photos. A video that renders but is clearly broken is covered, for example:

• A person or pet from your photos is missing, or the wrong number of people appears.
• The video is corrupted, will not play, or is mostly black or frozen.
• The video is substantially cut short, or audio is missing entirely where it should be present.

Email support@ozilai.net within 14 days of the render. We will review it and, at your choice where reasonable, return its credits to your account so you can re-render it, or refund those credits' value pro rata (the price you paid for the pack divided by the number of credits in it, for each credit the video used).

5. Billing errors and unauthorised charges

If you were charged twice or charged the wrong amount, contact us and we will refund the incorrect charge in full. If you see a charge you do not recognise, tell us right away so we can investigate and secure your account.

6. No recurring charges

We do not sell subscriptions. Every purchase is a single one-time payment, and we never charge your payment method again without a new purchase from you.

7. Unused purchases

If you bought a credit pack and have not used any of it, you can ask for a full refund within 14 days of purchase. If part of a pack has been used, you can ask within the same 14 days for the unused credits to be refunded pro rata: the price you paid divided by the number of credits in the pack, for each unused credit.

8. What is not covered

• Change of mind after a video has rendered successfully.
• Dissatisfaction with artistic style, likeness or expression within normal AI variation, where the video is not broken as described in section 4.
• Videos made from photos that break our Terms of Service — for example photos of minors, public figures or people who did not consent. If we terminate an account after confirming such a breach, its unused credits are not refunded. A temporary suspension while we investigate does not by itself remove a refund you are owed.
• Deleting a video or your account is not in itself a reason for a refund. A refund you were already entitled to before deleting — for example for a broken video or a billing error — is still handled under this policy.
• Requests made after the time limits in this policy, unless the law requires otherwise.

9. How to request a refund

Email support@ozilai.net from the email address on your account (or, if you bought without signing up, the email you paid with) and include:

1. The date of the purchase or render.
2. What went wrong and, for broken videos, the video's date shown in My videos.
3. Whether you would prefer a re-render or a refund.

We aim to reply within 1 business day.

10. How refunds are paid

Approved refunds are paid to the original payment method through Stripe. Banks usually show the refund within 5–10 business days, depending on your card issuer. When a purchase is refunded, the unused credits granted by that purchase are removed from your account.

11. Chargebacks

Please contact us before disputing a charge with your bank; we can almost always resolve issues faster directly. While a chargeback is open, we may suspend the account and remove the unused credits granted by the disputed payment.

12. Downloads

Finished videos stay in My videos for as long as your account exists. In the rare case a video could not be saved to our storage, it is served from our AI provider and can be downloaded for 14 days after rendering (see section 8 of our Terms of Service). We still recommend downloading a copy of any video you want to keep — once a video has been deleted at your request, we cannot recover it.

13. Changes to this policy

We may update this policy from time to time. The version in effect on the date of your purchase applies to that purchase.

14. Contact

Refund questions: support@ozilai.net.