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Legal

Refund Policy

This policy explains when purchases made directly from Nuzza AI may qualify for a refund, how to submit a request, and what happens to credits and subscription access after a refund is approved.

Effective date
October 19, 2026
Policy version
1.3
Last updated
October 22, 2026

1. Scope

This Refund Policy applies to subscriptions and one-time credit packs purchased directly through Nuzza AI, including credits used for photo-to-video creation, ready-made templates, and other image or video tools. Purchases made through another marketplace, app store, or reseller are governed by that seller's refund process.

Nothing in this policy limits any refund, withdrawal, cancellation, or consumer right that cannot be waived under applicable law.

2. Refund eligibility

First subscription purchase

A first successful subscription payment may be eligible for review if you submit a complete request within 3 calendar days after purchase, none of the subscription credits have been used or reserved, and the account is in good standing. The current full-refund threshold is 0 used credits.

Eligibility for review does not guarantee approval. We verify the payment, account, credit grant, credit balance, active reservations, and the reason for the request before deciding.

Renewals and cancellations

Subscription renewals, partially used billing periods, plan changes, and unused time after a late cancellation are generally non-refundable unless applicable law requires otherwise or we confirm a billing error.

Canceling and refunding are separate actions. Cancellation stops future renewals and normally leaves access active until the end of the paid billing period. A cash refund does not automatically cancel the subscription, so you must also cancel it through the available billing controls or contact support.

One-time credit purchases

A one-time credit purchase may be eligible for review only while all paid credits from that purchase remain unused and unreserved. Once any of those credits have been used or committed to a generation task, the purchase is generally non-refundable.

We will separately review duplicate charges, unauthorized transactions reported promptly, verified non-delivery, and other billing errors. Mandatory rights under applicable law continue to apply.

Failed or canceled generation tasks

A failed or canceled generation task does not automatically create a cash refund. Ordinary technical failures normally release the task's reserved credits. Canceling a task is effective only where supported and confirmed; a cancellation request is not a guarantee that the provider stopped work or that credits will be returned.

A provider content-safety rejection can still consume the reserved credits even when no usable output is delivered. Rejection during Nuzza's input screening before credits are reserved is a separate step and does not create a generation credit charge. Not every failure or rejection is refundable.

A specific exception releases reserved credits when the system classifies a provider safety failure as incompatibility with a published Marketing Studio style reference. This exception does not mean that every rejection involving a ready-made photo-to-video effect is treated the same way.

Releasing a reservation does not extend the original expiry of a credit grant; credits that have already expired may not return to the available balance. Repeated verified service failures or disputed task charges may be reviewed by support for an additional credit adjustment or refund. The credit record and the task's failure reason are used to review the request.

3. Requests that are generally not eligible

  • Requests submitted more than 3 calendar days after the applicable purchase, unless law requires otherwise.
  • A full-refund request after any paid credit from the purchase has been used or is reserved for an active task.
  • Dissatisfaction based only on the subjective style, quality, face resemblance, lip synchronization, or variability of a completed AI output. A video not becoming popular or a destination platform declining an upload does not by itself establish a generation failure. Mandatory consumer remedies for a defective or misdescribed service continue to apply.
  • Unused time after a subscription renewal or a cancellation submitted after the renewal occurred.
  • Credits received through a promotion, referral, daily reward, goodwill adjustment, or another free grant.
  • Purchases connected to fraud, chargeback abuse, prohibited content, or a material violation of the Terms and Conditions.
  • Taxes, foreign-exchange costs, bank fees, or third-party marketplace charges that Nuzza did not collect or control.

4. Partial refunds and billing corrections

Nuzza may approve a partial refund or account credit when a full refund is not appropriate, including for a verified billing or service issue. Any amount and related credit adjustment will be explained before or when the correction is applied.

A partial cash refund does not automatically remove, restore, or recalculate credits unless we expressly tell you that it will. Duplicate charges and confirmed overcharges will be corrected according to the payment record and applicable law.

5. How to request a refund

We may ask for additional information to verify account ownership, payment status, credit usage, active reservations, or the reported problem. A request is not approved until we confirm approval in writing.

  1. Email support@nuzza.ai from the email address associated with your Nuzza account.
  2. Include the order or invoice identifier, purchase date, product or plan, amount and currency, and the reason for the request.
  3. Describe any duplicate charge, unauthorized transaction, or technical problem and attach relevant evidence. Do not send a complete card number or card security code.
  4. Submit the complete request within 3 calendar days when the eligibility window applies.

6. Review and processing

We aim to review a complete request within 5 business days. If approved, the refund is normally returned to the original payment method. Your bank or payment provider may need additional time to post the funds.

Nuzza does not deduct a refund-processing fee from an approved refund. Currency conversion, intermediary-bank charges, or other costs imposed independently by a financial institution are outside our control.

A full refund reverses the associated unused paid-credit grant. If the grant cannot be fully reversed because credits have been used, reserved, frozen, or otherwise changed, the request requires manual review and may be declined or converted to a partial adjustment where permitted.

Refunding a subscription payment does not automatically cancel the provider-side subscription. Cancel separately if you do not want future renewals.

7. Subscription cancellation

You may cancel a subscription through the available billing controls or by contacting support. Unless checkout terms or applicable law say otherwise, cancellation stops the next renewal and access continues through the end of the current paid billing period.

Cancel before the next billing date. A cancellation request received after renewal does not automatically reverse the renewal payment.

8. Chargebacks and unauthorized payments

Contact support@nuzza.ai promptly if you do not recognize a charge. Opening a payment dispute may cause the related subscription to be canceled immediately, the order to be marked as disputed, and related unused credits to be revoked while the payment provider investigates.

If the dispute is resolved in Nuzza's favor, eligible access or credits may be restored. Fraudulent or abusive disputes may result in account restrictions. These measures do not limit rights you have under payment-network rules or applicable law.

9. Statutory rights

Some jurisdictions provide non-waivable cancellation, withdrawal, refund, or remedy rights. Those rights apply in addition to this policy. Where immediate delivery of digital services or credits affects a statutory withdrawal right, the disclosures and consents presented at checkout and applicable local law will control.

10. Changes to this policy

We may update this policy for new products, payment methods, legal requirements, or operational changes. The policy in effect when you made a purchase will normally govern that purchase unless a later change is required by law or is more favorable to you.

11. Contact

For refund, cancellation, or billing questions, contact support@nuzza.ai.