Refunds
Operator: Zombie Love Story AI.
Last updated:
For account, billing and privacy questions, contact support@zombielovestory.video. Include your order number or video job ID so we can identify your request.
Failed and uncertain jobs
A confirmed failed video job releases its credit hold. This returns video credits; it is not a refund to your payment card. A job with an uncertain outcome is reviewed before its hold is released or settled.
Payment refund requests
A full refund is available if you request it within seven days of successful payment and every credit granted by that purchase is completely unused. This covers credit packs and prepaid plans. Prepaid plans are a single payment: they do not renew, and credits that expire at the end of their 30-day or 365-day term are not a refund. Confirmed duplicate charges are also refundable. Credits already consumed are generally not refundable; this does not limit statutory refund or cancellation rights.
The seven-day period starts at the successful payment time in our verified payment record, not order creation or a checkout redirect. We check the purchase and its credit usage history rather than the current wallet balance alone. A pending generation hold must be resolved before its usage can be determined. A request received within seven days remains timely while we investigate a pending job.
Contact support@zombielovestory.video with your account email, order or payment identifier and a description of the issue. Do not send card numbers, passwords or identity documents. We verify the request and explain the decision and next steps. Sending a request does not confirm that a refund has been processed. Payment processing and bank posting times depend on Waffo Pancake and your bank.
Refunded or disputed payments
When a payment refund is confirmed, its corresponding credits are removed. Partial refunds remove a proportional amount rounded up to a whole credit. If those credits were already spent or held, an account adjustment may remain and future credits cover it first. Payment disputes require review; contact support if an adjustment is incorrect.