Refund Policy

favouriteVideo sells credit packs that are used to generate videos. Purchases are processed by Creem, our merchant of record, which issues any refund to your original payment method.

1. Failed generations

If a generation fails or does not return a video, all credits charged for it are returned to your balance automatically. You do not need to contact us. Refunded credits appear in the history on your Billing page.

2. Unused credit packs

You can request a full refund of a credit pack within 14 days of purchase as long as none of the credits from that purchase have been spent. The refunded credits are removed from your balance.

3. Used credits

Each generation runs on paid AI infrastructure as soon as it starts, so credits spent on a generation that completed are not refundable, including when you are unhappy with the result. Please check the price shown before you submit, and start with a short clip if you are unsure.

If a completed video is clearly broken — for example it is empty, corrupted or cut off — contact us within 7 days with the job link and we will review it and may return the credits.

4. Non-refundable credits

• The 30 free sign-up credits and any other promotional credits.
• Credits spent on content that violates our Terms of Service.
• Credits on accounts closed for abuse or fraud.

5. How to request a refund

Email support@favouritevideo.app from the address you sign in with, including your order ID or purchase date. We reply within 3 business days. Approved refunds are sent through Creem and usually reach your account within 5–10 business days, depending on your bank.

Please contact us before opening a dispute with your bank — we can usually resolve problems faster. This policy does not limit any rights you have under consumer protection law where you live.