Refund Policy

Overview

At AVC-AI NeoAvatar (operated by Dreammade), we want you to be completely satisfied with your purchase. This Refund Policy explains when and how you can request a refund for credits purchased through our service.

Refund Eligibility

✅ Eligible for Refund

You may be eligible for a refund if:

• Unused Credits: Credits that have not been used for video generation
• Within 14 Days: Request made within 14 days of purchase
• Technical Issues: Service was unavailable or had major technical problems preventing use
• Duplicate Purchase: You were accidentally charged multiple times
• Unauthorized Purchase: Purchase was made without your authorization

❌ Not Eligible for Refund

Refunds cannot be issued for:

• Used Credits: Credits that have already been spent on video generation
• After 14 Days: Requests made more than 14 days after purchase
• Change of Mind: If you simply changed your mind after using the service
• Violation of Terms: If your account was suspended for violating our Terms of Service
• Poor Results: Dissatisfaction with generated content (quality is subjective)

Refund Process

How to Request a Refund

1. Email Us: Send a refund request to support@avc-ai.live
2. Include Details:
   • Your account email
   • Purchase date and amount
   • Google Play order number
   • Reason for refund request
3. Wait for Review: We will review your request within 2-3 business days
4. Receive Decision: You will be notified via email of our decision

Processing Time

Google Play Refund Policy

Since all transactions are processed through Google Play, you may also be eligible for a refund directly from Google within 48 hours of purchase. To request a Google Play refund:

1. Go to Google Play Order History
2. Find your AVC-AI purchase
3. Click "Request a refund" or "Report a problem"
4. Follow Google's refund process

For more information, see Google Play's Refund Policy.

Partial Refunds

If you have used some of your credits, you may be eligible for a partial refund for the unused portion:

• 1 Hour Package (€9.99): Refund for unused time (prorated)
• 2.5 Hours Package (€19.99): Refund for unused time (prorated)

Example: If you purchased 1 hour (€9.99) and used 30 minutes, you may be eligible for a refund of approximately €5.00 (50% of purchase price).

Special Circumstances

Service Outages

If our service experiences extended downtime (more than 24 hours) preventing you from using your purchased credits, we will automatically extend your credit validity or offer a refund.

Technical Failures

If video generation fails due to a bug or technical issue on our end, the credits used will be automatically refunded to your account. No action is required from you.

Account Issues

If you're unable to access your account due to a technical problem on our end, please contact support immediately. We will resolve the issue and extend your credit validity if necessary.

Exceptions & Disputes

If your refund request is denied and you believe this decision was made in error, you may:

1. Reply to our refund decision email with additional information
2. Request a review by a senior support team member
3. Contact Google Play support for their assessment

Final refund decisions are at the discretion of Dreammade and Google Play, in accordance with their respective policies.

Changes to This Policy

We may update this Refund Policy from time to time. Significant changes will be communicated via email or in-app notification. The "Last Updated" date at the top of this page indicates when the policy was last revised.