Refund Policy
Last updated: December 11, 2025
Refund Eligibility
We want you to be completely satisfied with ViddyFlow. If you're not happy with your purchase, we offer refunds under the following conditions:
✓ Eligible for Refund:
- Within 14 days of purchase
- No credits have been consumed
- Account is in good standing
✗ Not Eligible for Refund:
- More than 14 days since purchase
- Any credits have been used (constitutes performance of the digital service)
- Account has been suspended or terminated for violations
How Credit Consumption Works
Credits are considered "consumed" when:
- You submit a VOD for processing (charges are calculated immediately)
- A job begins processing, regardless of completion status
- Generated content is delivered to you
Important: Once you start processing a single VOD, your entire credit purchase becomes non-refundable. We recommend starting with our free 300 credits to test the service before making a purchase.
Requesting a Refund
To request a refund:
- Contact Support: Email support@viddyflow.com with "Refund Request" in the subject line
- Provide Details: Include your account email and purchase date
- Verification: We'll verify that your account meets refund eligibility criteria
- Processing: Approved refunds are processed within 5-7 business days
Refunds are issued to the original payment method used for purchase.
Credit Top-Up Purchases
All ViddyFlow credit packages (Starter, Pro, Studio) are one-time purchases. You can buy credits anytime you need more.
Refund eligibility: Within 14 days of purchase and no credits consumed. Once any credits from a purchase have been used, that purchase is no longer eligible for a refund as the digital service has been performed.
Technical Issues
If you experience technical issues that prevent you from using our service:
- Contact support immediately at support@viddyflow.com
- We'll work to resolve the issue promptly
- If we cannot resolve the issue, we may offer a credit refund or account credit at our discretion
Credits consumed due to system errors on our end will be automatically restored to your account.
Job Failures
Credits are only consumed for successfully completed jobs. If a job fails for any reason (system error, invalid input, VOD unavailable), no credits are deducted from your account.
Tip: Always verify your VOD is available and accessible before submitting it for processing.
Chargebacks
If you initiate a chargeback or payment dispute without first contacting us, your account will be immediately suspended pending investigation.
Please contact support first to resolve any billing issues. We're committed to working with you to find a fair solution.
Free Trial Credits
The 300 free credits provided with new accounts are promotional and non-refundable. They do not affect your eligibility for refunds on purchased credits, provided you haven't used the purchased credits.
Questions?
If you have questions about our refund policy or need assistance with a refund request, please contact us:
Email: support@viddyflow.com
Response Time: We typically respond within 24 hours
For more information about our services, see our Terms of Service and Privacy Policy.