1. Overview
MaxVideoAI provides digital AI video generation services, wallet credits, and related software access. We do not sell or ship physical products. Because our services are digital, there is no physical return process and no product exchange process.
2. Failed or defective generations
If a generation job fails because of a technical issue on MaxVideoAI's side, we may automatically refund the related charge to the user's wallet or, where appropriate, refund the original payment method.
A failed or defective generation may include:
- a job that cannot be completed due to a platform or provider error;
- credits charged for a generation that never starts or never completes;
- a confirmed technical failure preventing delivery of the requested digital output.
Refunds are not normally issued for subjective dissatisfaction with an AI-generated result, prompt choices, uploaded inputs, or expected creative variations, unless required by applicable law.
3. Successful digital generations
Once credits have been used and a generation has been successfully delivered, the purchase is generally non-returnable and non-refundable because the service has already been performed and digital resources have been consumed.
This does not affect any mandatory consumer rights that may apply in the user's country of residence.
4. Wallet credits and unused balances
Unused wallet credits may be reviewed for refund on request, subject to payment processor limitations, fraud checks, promotional credit exclusions, and applicable law.
Promotional, bonus, or free credits have no cash value and are not refundable.
5. Right of withdrawal for EU/EEA/UK consumers
If you are a consumer in the EU, EEA, or UK, you may have a statutory right of withdrawal for distance purchases.
However, where digital content or a digital service begins immediately with your prior express consent and your acknowledgement that you may lose your right of withdrawal once performance begins, that right may not apply to credits or generation jobs that have already been used, started, or delivered.
Nothing in this policy limits any mandatory consumer protection rights that apply to you.
6. Exchanges
We do not offer exchanges, because MaxVideoAI provides digital services and not physical products.
7. How to request a refund review
To request a refund review, contact us at support [at] maxvideoai.com with:
- the email address linked to your MaxVideoAI account;
- the transaction ID or receipt, if available;
- the generation/job ID, if applicable;
- a short explanation of the issue.
We may request additional information to verify the issue.
8. Refund processing time
Approved wallet credit refunds are usually applied as soon as the failed job is confirmed.
Approved payment refunds are processed through our payment provider. The time for funds to appear on your card, bank account, or payment method depends on your payment provider and bank.
9. Contact
For refund or return policy questions, contact: support [at] maxvideoai.com.