Refund Policy

Refund Eligibility

You may request a cash refund within 7 calendar days of purchase when no more than 10% of the credits delivered by that purchase have been used. We verify the Stripe payment, account ownership, credit ledger, downloads, and generation history. An approved refund may be reduced in proportion to delivered or consumed service. Mandatory consumer rights remain unaffected.

Duplicate charges, incorrect amounts, and confirmed failures to deliver purchased credits are always reviewed. Requests outside the 7-day window, after more than 10% of delivered credits have been used, or based only on subjective dissatisfaction with a successful AI output are normally ineligible.

Failed Generations

Confirmed generation failures, timeouts, safety rejections without output, and internal errors are eligible for automatic credit restoration. Credit restoration is separate from a cash refund. Contact support with the task ID if the balance is not restored.

Requesting a Refund

Contact support@nene.video with your account email, Stripe receipt or order number, purchase date, plan or pack, and a description of the billing or technical issue. Approved refunds are issued to the original payment method.

See also our Terms of Service and Privacy Policy.