Refund Policy

1. Overview

At Sora-2 AI, we strive to provide the best AI video generation service possible. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund.

Please read this policy carefully before making a purchase. By subscribing to our service, you acknowledge that you have read and understood this Refund Policy.

2. General Refund Policy

Due to the nature of our AI-powered video generation service, all sales are generally final. However, we understand that exceptional circumstances may arise, and we evaluate refund requests on a case-by-case basis.

3. Refund Eligibility

3.1 Eligible Situations

You may be eligible for a refund in the following situations:

• Technical Issues: If you experience significant technical problems that prevent you from using the service, and we are unable to resolve them within a reasonable timeframe.
• Double Billing: If you were accidentally charged multiple times for the same subscription period.
• Service Not Delivered: If you paid for a subscription but did not receive access to the service.
• Unauthorized Charges: If you can demonstrate that a charge was made without your authorization.
• First-Time Subscribers: Within 7 days of your first subscription purchase, if you have used less than 20% of your plan's monthly video generation quota.

3.2 Non-Eligible Situations

Refunds will NOT be issued in the following cases:

• Change of mind after using the service
• Dissatisfaction with generated video quality (subjective opinions)
• Failure to cancel before automatic renewal
• Violation of our Terms of Service leading to account suspension
• Partial month refunds (unused portion of billing period)
• Previously used promotional credits or free trials
• After using more than 20% of your monthly quota
• Requests made more than 30 days after the charge

4. Refund Timeframes

4.1 Request Period

• New Subscribers: 7 days from first purchase
• Technical Issues: 14 days from the incident
• Billing Errors: 30 days from the charge date

4.2 Processing Time

Once a refund is approved:

• Credit card refunds: 5-10 business days
• PayPal refunds: 3-5 business days
• Other payment methods: up to 14 business days

The exact timing depends on your payment provider's processing time.

5. How to Request a Refund

5.1 Contact Support

To request a refund, please contact our support team with the following information:

• Your account email address
• Transaction ID or receipt number
• Date of purchase
• Reason for refund request
• Supporting documentation (if applicable)

5.2 Contact Information

5.3 Review Process

• We will acknowledge your request within 24-48 hours
• Our team will review your case within 3-5 business days
• You will receive a decision via email
• If approved, the refund will be processed within the timeframes mentioned above

6. Partial Refunds

In certain circumstances, we may offer partial refunds:

• Pro-rated Refunds: In cases of extended service outages affecting all users, we may issue credits proportional to the downtime.
• Service Credits: Instead of monetary refunds, we may offer service credits for future use at our discretion.
• Downgrade Scenarios: If technical limitations prevent you from using features in a higher-tier plan.

7. Subscription Cancellations

7.1 How to Cancel

You can cancel your subscription at any time through:

• Your account settings dashboard
• Contacting customer support

7.2 Cancellation Effect

• Cancellation takes effect at the end of the current billing period
• You retain access to features until the period ends
• No refund for the unused portion of the billing period
• You can reactivate your subscription at any time

8. Chargebacks

If you initiate a chargeback with your payment provider:

• Your account will be immediately suspended
• We will contest illegitimate chargebacks
• Future access may be restricted
• Please contact us directly before initiating a chargeback

Important: We encourage you to contact our support team before filing a chargeback. Many issues can be resolved quickly through direct communication.

9. Free Trials and Promotional Offers

• Free Trials: No refunds are applicable to free trial periods as no payment is made.
• Promotional Credits: Credits provided through promotions are non-refundable and cannot be exchanged for cash.
• Discount Codes: Discounted purchases follow the same refund policy as regular purchases.

10. Special Circumstances

10.1 Service Discontinuation

If we discontinue the service:

• We will provide at least 30 days notice
• Pro-rated refunds will be issued for unused subscription periods
• You will have time to export your content

10.2 Account Termination

If your account is terminated due to Terms of Service violations:

• No refunds will be issued
• Access to the service is immediately revoked
• Generated content may be deleted

11. Exceptions and Discretion

Sora-2 AI reserves the right to make exceptions to this policy at our sole discretion. Each refund request is evaluated individually, and we may consider factors such as:

• Customer history and loyalty
• Nature and severity of the issue
• Usage patterns and behavior
• Impact on our service and other users

12. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the service after changes constitutes acceptance of the new policy.

13. Consumer Rights

This policy does not affect your statutory rights. Depending on your location, you may have additional consumer protection rights that supersede this policy. We comply with all applicable consumer protection laws.

14. Questions and Support

If you have questions about this Refund Policy or need assistance with a refund request:

Our support team is committed to resolving any issues you may encounter and ensuring your satisfaction with our service.