Refund Policy

What this policy covers

This Refund Policy applies to Muse Video subscriptions and one-time credit packages purchased directly through our website. Purchases completed through another marketplace, app store, reseller, or payment platform may be governed by that provider's refund process.

Refund eligibility

A first purchase may be eligible for review when the request is submitted within three calendar days of the transaction and no more than 10% of the included credits have been consumed. Meeting these conditions does not guarantee approval; we review account activity, generation usage, transaction status, and the reason for the request.

• The request must be associated with the purchasing account and include enough information to locate the transaction.
• Promotional, bonus, trial, referral, or complimentary credits have no cash value and are not refundable.
• Previously refunded accounts, repeated purchases followed by refund requests, policy abuse, fraud, chargeback abuse, or violations of the Terms of Service may make a request ineligible.
• Approved refunds may be reduced by non-refundable payment-processing, currency-conversion, tax, or transaction fees where permitted by law.

Generally non-refundable purchases

• Purchases requested more than three calendar days after payment, except where applicable law requires otherwise.
• Subscriptions or credit packages for which more than 10% of included credits have been consumed.
• Renewal charges when the subscription was not canceled before the renewal date, unless required by law or caused by a billing error.
• Dissatisfaction with a generated result when the generation completed and credits were correctly charged. AI output is variable and cannot be guaranteed to match every prompt exactly.
• Unused or expired credits after a plan period ends, account closure, or termination for a Terms of Service violation.
• Price differences caused by promotions, exchange rates, taxes, or a later change in plan pricing.

Failed generations and credit restoration

If a Muse Video task fails because of a verified platform or model-provider error and no usable output is delivered, the normal remedy is restoration of the credits charged for that task rather than a cash refund. Credit restoration may happen automatically or after support review.

A generation is not considered failed solely because the creative result differs from the prompt, contains common AI artifacts, or does not meet subjective expectations. Please review model capabilities and settings before generating.

Duplicate or unauthorized charges

Contact us promptly if you believe a payment was duplicated or made without authorization. Include the transaction date, amount, payment method identifier, and relevant receipt. We may ask you to secure your account or work with the payment provider before completing the review.

Subscription cancellation

Canceling a subscription stops future renewal but does not automatically refund the current billing period. After cancellation, paid access and remaining credits continue only for the period and under the expiration rules shown for your plan. Deleting an account does not itself cancel a subscription processed by a third-party billing provider.

How to request a refund

Email support@musevideo.io from the address associated with your Muse Video account. Use the subject “Refund request” and provide:

• Your Muse Video account email.
• The order, invoice, or transaction identifier.
• Purchase date, amount, and plan or credit package.
• A concise explanation of the issue and any relevant generation task identifiers or screenshots.

Review and processing time

We normally acknowledge a complete request within one to two business days. Approved refunds are submitted to the original payment method, generally within one to three business days after approval. Your bank or payment provider may require additional time before the funds appear.

Credits, plan benefits, and generated assets associated with a refunded purchase may be removed or disabled. We may deny or reverse a refund if information supplied with the request is false or the related payment is later disputed through another channel.

Consumer rights

Nothing in this policy limits mandatory refund, cancellation, or withdrawal rights that apply under the law of your location. Where a mandatory right conflicts with this policy, the applicable legal requirement controls.

This policy should be read together with the Muse Video Terms of Service.

Policy changes and contact

We may update this Refund Policy for future purchases as Muse Video plans, credit systems, payment providers, or legal requirements change. The version in effect when a purchase is made will generally govern that transaction unless applicable law requires otherwise.

For billing or refund questions, contact support@musevideo.io.