Refund Policy

Effective date: October 25, 2026.

1. What this policy covers

This policy covers one-time credit packs bought from Starwind at https://rapvideoaigen.com, operated by Starwind in Hong Kong SAR. Questions and requests can be sent to support@rapvideoaigen.com or an account support ticket.

A credit reversal for a failed generation returns website credits. A monetary refund returns an approved purchase amount through the original payment method. These are different processes.

2. Failed or uncertain generations

The application reserves or deducts the displayed credits when it submits a generation task. A confirmed technical failure qualifies for a credit reversal; after the deduction is reversed, the credits are restored to your website balance. Rejections for content safety or copyright do not qualify for a credit reversal. This does not remove mandatory consumer remedies or review of a billing error. You can check the task and credit history in your account.

A queued task, a temporary network error or an uncertain submission is not automatically treated as a failed task. We first reconcile its status so that the same task is not both delivered and refunded incorrectly. Contact support if a task remains unresolved or if a confirmed failure has not restored its credits.

This reversal is not a promise of an immediate card refund. Statutory remedies for an undelivered or defective service remain available.

3. Voluntary refunds of unused credit packs

You may request a full voluntary refund within seven calendar days after payment if none of the purchased credits from that order has been consumed by a successfully delivered generation. We review the purchase ledger and settle any pending task before confirming eligibility. A canceled or failed task whose credits were restored does not count as successful usage.

For an eligible wholly unused purchase, we refund the amount paid for that order, including any tax refundable under applicable law, without an additional administration or percentage fee. Refunded credits are removed so they cannot also be spent.

If credits from an order have been used successfully, a voluntary refund of that pack is not normally available under this rule. We still review billing mistakes, material service faults and statutory refund or withdrawal rights separately. The seven-day window does not shorten a longer legal deadline.

4. Output quality, expiry and promotional credits

AI output can differ from the portrait or preview in identity, clothing, movement and audio. A successfully delivered video does not automatically qualify for a cash refund solely because of an artistic preference or ordinary model variation. A missing, corrupt, unplayable or materially non-conforming result should be reported for review; this paragraph does not exclude legal remedies.

The current one-time packs state a 365-day validity period. Check the offer before buying. Expiry does not create an additional voluntary refund window. Any expiry restriction applies only to the extent lawful in your location.

Credits granted separately for free, as a bonus or as compensation have no independent cash redemption value. Credits expressly included in a paid offer are treated as part of that purchase, even if described as a package bonus. Separate free credits do not justify withholding a refund that is otherwise due.

5. Billing errors and unresolved service problems

Contact us about duplicate charges, an incorrect charge, paid credits that did not arrive or a persistent technical issue that prevents delivery. Include the account email, order number, payment date and relevant task identifiers. Do not include full card numbers, security codes or passwords.

We review monetary refunds manually and explain the decision. We respond within applicable legal deadlines and may request information needed to verify eligibility. Bank and payment-provider settlement times are separate from our review time; we provide the expected settlement information when a refund is approved.

6. EU, UK and other consumer rights

This policy supplements, and does not replace, mandatory consumer rights. Where applicable, consumers may have a 14-day withdrawal period and remedies for defective or undelivered digital content or services.

We do not assume that buying credits, ticking an image-permission box or clicking Generate by itself waives those rights. Where immediate digital supply can lawfully affect withdrawal rights, the required information, explicit consent, acknowledgement and contract confirmation must be provided. If those requirements have not been met, the applicable withdrawal rights remain. Any lawful charge for services already provided is determined under applicable law, not simply by the account's remaining balance.

7. Payment disputes and changes

You may contact us directly to resolve a problem, but you retain the right to use your payment provider's dispute process. A payment dispute is not, by itself, a reason to confiscate unrelated credits. We may temporarily restrict credits linked to a disputed payment while it is investigated and will avoid duplicate reimbursement of the same amount.

The policy shown at purchase applies to that purchase. Later changes do not remove accrued rights or retrospectively reduce an existing entitlement. For questions, contact support@rapvideoaigen.com.