Refund Policy

Automatic — no need to ask

• A video that fails is never charged; your credit stays in your balance.
• A video you stop while it's being made is never charged.
• If you were charged twice for the same thing, we reverse the duplicate.

Unused credit

You can get a refund of unused purchased credit within 14 days of the top-up. The refund goes back to the original payment method through Stripe, usually within 5–10 business days. If you've already used part of a top-up, we refund the unused part. Bonus credit that came with a pack is removed and isn't refundable; if you've already used bonus credit, its value is deducted from the refund.

Finished videos

Because each video uses AI and rendering capacity as soon as it's made, credit spent on a finished video isn't refundable. If a video has a clear technical defect — for example missing audio, a broken frame, or text cut off — email us within 14 days with the video link and we'll credit the cost back to your balance.

How to ask

Email contact@web-univers.com from the address you sign in with, and include the date of the top-up or the video link. We reply within 2 business days.

If you dispute a charge with your bank before contacting us, your account may be paused while the dispute is open. Charges appear on your statement as WEB UNIVERS LLC or ADHUB.