Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all digital software services purchased via VIDECOM or our authorized Merchant of Record checkout portals:

• •[Monthly/Yearly SaaS Subscriptions]: Pro Plan ($30/mo), Ultra Plan ($150/mo).
• •[Add-on Channels & Workspace Capacity]: Extra brand spaces, extended scheduling queues.
• •[Instant Digital Delivery & Performance]: All subscriptions are delivered electronically as pure SaaS digital services. Upon successful payment confirmation via our authorized Merchant of Record (Polar.sh), access and compute quotas are provisioned immediately to your account via automated webhooks (Instant Fulfillment). Pure digital SaaS services are deemed fully performed upon instant activation or once computing credits begin to be consumed, with no physical logistics involved.

We offer a 7-day satisfaction refund guarantee from the date of initial purchase for all first-time subscribers:

• •[Full Refund on New Subscriptions]: If you apply within 7 days and have consumed less than 10% of your plan compute credits (Pro < 30 pts, Ultra < 180 pts, and generated <= 1 video), you are eligible for a 100% full refund.
• •[10% Threshold & Service Fee]: Consuming >= 10% credits constitutes full service delivery and is non-refundable under our terms. Exception refunds approved by support will deduct a $2.50 USD physical compute fee per generated video.
• •[Subscription Renewals]: Renewal notices are sent 3 days before charge date. Non-deliberate renewals must be reported within 48 hours of billing with zero new renders in the new period.

Because short video rendering directly allocates real-time GPU compute servers (Google Imagen 4 & Veo 3.1), services are deemed fully executed upon consumption:

• •[Irreversible Performance]: Once computing power is deployed for video rendering, avatar voice synthesis, or background removal, the underlying server costs are irreversibly expended.
• •[Exception Refund Compute Fee]: For exceptions approved by billing support, a standard compute cost of $2.50 USD per generated video will be deducted from the refund balance.
• •[Outage Compensation]: In the event of confirmed system outages or upstream API failures, VIDECOM will reissue computing credits or extend plan durations to safeguard your rights.

You maintain full autonomy over your subscription with zero lock-in contracts or hidden cancellation fees:

• •[One-Click Cancellation]: Navigate to Billing (/billing) > Customer Portal in the VIDECOM console to cancel anytime via the Merchant of Record portal.
• •[Access Until Period End]: You retain full Pro or Ultra benefits and remaining credits until the end of your paid billing period.
• •[BYOK Mode Available]: After downgrading to Free, you can seamlessly switch to BYOK (Bring Your Own Key) mode to retain automation and scheduling capabilities.

To initiate a refund, please follow these simple steps:

• •[Step 1: Email Support]: Send an email from your registered account email to [email protected] with subject "[Refund Request] Order # / Account Email".
• •[Step 2: Provide Order Info]: Attach your Merchant of Record receipt or Order # and a brief description of the reason for refund.
• •[Step 3: Processing & Payout]: Our billing team reviews requests within 1-2 business days. Approved refunds return to the original payment card within 3-5 business days.
• •[Operating Entity & Contact Info]: VIDECOM is operated by VIDECOM Studio (Operated by Fan Chi Wen) (Operating Location: TuCheng District, New Taipei City, Taiwan) in partnership with authorized Merchant of Record Polar.sh. Statement descriptor appears as "POLAR* VIDECOM". Official billing & refund contact: [email protected] (SLA: 24-48 business hours).

This Refund Policy is governed by applicable laws. VIDECOM reserves the right to update these terms at any time with immediate effect upon posting.