This Refund Policy is part of our Terms of Service and applies to all paid subscriptions and one-time credit purchases processed through our payment provider, Creem. By purchasing a FacelessVideo plan or credit pack, you agree to the terms below.
1. Automatic credit restoration
When a video generation fails because of a system error on our side — for example, a provider outage, a pipeline exception, or a failed render — the credits reserved for that job are returned to your balance automatically. You do not need to email us, and no refund request is required. If you believe credits were not restored after a failed generation, contact us at support@facelessvideo.one with the generation ID so we can review the job.
2. Subscription refunds
- New subscription purchases are eligible for a refund review within 7 days of the original payment date, provided no more than 20% of that billing cycle's credits have been used.
- Renewal charges are non-refundable. We recommend cancelling your subscription from the billing portal before the renewal date if you do not intend to continue. Access to the service and remaining credits remain available until the end of the paid period.
- Subscription refunds, when approved, return the net amount received by FacelessVideo. Payment-processor fees charged by Creem or the underlying card network on the original transaction are non-recoverable and may be deducted from the refunded amount.
3. One-time credit packs
- Unused credit packs are eligible for a refund review within 7 days of purchase.
- Once any credit from a pack has been consumed, the pack is considered delivered and is non-refundable.
- Credits do not expire under the pack expiry rules published on the pricing page, but are forfeited if the associated account is suspended for policy violations.
4. How to request a refund
Email support@facelessvideo.one from the address on your FacelessVideo account with the following:
- The order / subscription ID or the approximate date of purchase.
- The product purchased (plan name or credit pack).
- A brief reason for the request.
We aim to respond within two business days. Approved refunds are returned to the original payment method through Creem and typically appear within 5–10 business days, depending on your card issuer or bank.
5. Chargebacks and payment disputes
If you have a billing concern, please contact support before opening a dispute with your bank or card network. Opening a chargeback without giving us a chance to resolve the issue will:
- Trigger an immediate suspension of the associated account.
- Result in forfeiture of any remaining credits on the account until the dispute is closed.
- Make the account ineligible for future FacelessVideo purchases, even if the dispute is later withdrawn.
We reserve the right to present evidence of product delivery (such as generated outputs, access logs, and payment records) to the payment provider and to pursue any fees charged as a result of the dispute.
6. Accounts suspended for policy violations
Accounts suspended or terminated for violations of our Acceptable Use Policy — including NSFW content, deepfakes, attempts to bypass moderation, or abuse of free trials — are not eligible for refunds. Remaining credits, subscription time, and any unused portion of the current billing period are forfeited without refund.
7. Changes to this policy
We may update this Refund Policy from time to time. When we do, we will post the revised version here and update the effective date above. The policy in effect at the time of your purchase is the one that applies to that transaction.
8. Contact
Questions about this Refund Policy or a specific charge can be sent to support@facelessvideo.one. FacelessVideo is operated from Beijing, China.
