Refund & Cancellation Policy

1. How to request a refund

Email support@veymu.io from the address on your account, with the order number from your Dodo Payments receipt. That's the whole process, there is no form and no retention call.

We acknowledge within 1 business day and approve or explain within 5 business days. Approved refunds are issued by Dodo Payments to your original payment method, and typically appear on your statement in 5–10 business days depending on your bank.

2. One-time credit packs

• Full refund of unused credits within 14 days of purchase, for any reason or none.
• Partly used? We refund the portion still unspent, pro rata at the price you actually paid per credit. Spend 20 of 100 credits and you get 80% of the purchase price back.
• Credits spent on renders that completed successfully are not refundable. Generating a video costs us GPU time the moment you press the button, and we cannot recover it.
• Refunded credits are removed from your balance when the refund is issued. If you have already spent them, your balance can go negative and you will need to top up before generating again.

3. Monthly plans

Cancelling

• Cancel any time from your dashboard, the “Manage subscription” button opens the billing portal, where cancellation is one click. You never need to email us to stop a subscription.
• Cancellation stops future charges. You keep access and your remaining credits until the end of the period you have already paid for.
• We do not pro-rate a partial month on cancellation.

Refunding a subscription payment

• First payment: refundable in full within 14 days if you have used no more than 10% of that month's credits.
• An accidental renewal, you meant to cancel and didn't, is refunded in full if you tell us within 7 days of the charge and haven't used the new month's credits. This happens to everyone; we don't make it awkward.
• Renewals beyond that are not routinely refunded, because the credits were made available to you for the month.

4. Always refunded, automatically

You do not need to ask for any of these:

• A render that fails on our side. The credits go back to your balance immediately, and you will see the return in your credit history.
• A double charge or a payment for an account you don't control, refunded in full as soon as we spot it or you tell us.
• An outage of more than 24 hours that stopped you using credits you had paid for. We extend your billing period or return the affected credits.

5. What we don't refund

So there are no surprises:

• Output you don't like. Generative models are non-deterministic and the same prompt can produce very different results. This is why the free preview and the small Mini pack exist, please try the Service before committing to a large purchase.
• Credits spent on renders that completed as described.
• Purchases older than 14 days, outside the specific cases in section 4.
• Accounts terminated for breaching the Acceptable Use Policy. Unused credits are forfeited in that case.
• Repeated refund requests that indicate the refund window is being used as a way to generate video for free.

6. EU and UK right of withdrawal

Consumers in the EU, EEA and UK normally have 14 days to withdraw from a distance contract. For digital content supplied immediately, that right is lost once supply begins with your express consent, which is what you give at checkout so your credits appear straight away.

We honour it anyway. Our 14-day policy above is offered voluntarily and is at least as generous as the statutory right, so you are never worse off than the law provides.

7. Please talk to us before a chargeback

A chargeback costs us a fee whatever the outcome, and takes months to resolve for you. Almost every case we see would have been settled the same day by email.

Email support@veymu.io first. If we can't put it right, we'll refund you, we would rather do that than dispute it. Accounts with a chargeback filed before contacting us are suspended until the dispute closes.

8. Who issues the money

Dodo Payments is the Merchant of Record and processes the refund itself, including reversing the VAT or sales tax you were charged. We authorise the refund; they move the money. Any refund of tax follows their process and your local rules.