Refund Policy

1. Overview

agent-media provides AI-powered video and UGC generation services. Because each generation request immediately consumes compute resources, third-party AI provider costs, and credits, all purchases are generally non-refundable once processing has begun. By completing a purchase — whether a subscription plan or a pay-as-you-go credit pack — you acknowledge and agree to this policy.

2. Digital Services & Waiver of Withdrawal Rights

Our services constitute digital content and software-as-a-service under applicable law. To the maximum extent permitted by law, by using credits or initiating a generation you expressly consent to the immediate performance of the service and waive any applicable statutory withdrawal or cooling-off rights (including under the EU Consumer Rights Directive 2011/83/EU and UK Consumer Rights Act 2015) once performance has begun.

3. Subscription Plans

Monthly credits are allocated at the start of each billing cycle and are consumed as you generate content. The following rules apply:

• No refunds are issued for unused monthly credits at the end of a billing cycle. Credits do not roll over.
• Subscriptions may be cancelled at any time via the CLI (agent-media subscribe --manage) or the web dashboard. Cancellation stops future charges; it does not refund the current billing period.
• Billing disputes must be raised within 30 days of the charge. Disputes raised after 30 days will not be considered.
• If you believe you were charged in error (e.g., duplicate charge, system fault), contact hello@agent-media.ai within 7 days of the charge with your account email and transaction ID.

4. Pay-As-You-Go Credit Packs

Credit packs are one-time purchases of non-expiring credits.

• Credit packs are strictly non-refundable once purchased and added to your account.
• Unused credits in a credit pack remain valid as long as your account is active.
• If you close your account, any remaining purchased credits are forfeited and are not eligible for a cash refund.

5. Failed or Errored Generations

We automatically refund credits to your account when a generation fails due to a platform error on our end. Specifically:

• If a job fails and is not recoverable, credits deducted for that job are automatically returned to your balance.
• You can verify refunded credits with agent-media credits history.
• Credit refunds are applied within minutes of failure detection. If a credit refund does not appear after 24 hours, contact support.
• Credits are not refunded for generations that complete successfully but do not meet your creative expectations. AI output is inherently variable.

6. Exceptions & Goodwill

We may, at our sole discretion, issue partial credit refunds (as account credits, not cash) in exceptional circumstances — for example, extended platform outages affecting your ability to use the service. Such goodwill adjustments are not a right and do not set a precedent. Cash refunds to the original payment method are not available except where required by applicable law.

7. Chargebacks

Filing a chargeback without first contacting us constitutes a breach of this policy. We reserve the right to permanently terminate accounts that initiate fraudulent chargebacks and to report such activity to payment processors. If you have a legitimate concern, please email us first — we are happy to resolve issues directly.

8. Account Termination by Us

If we terminate your account for a violation of our Terms of Use, no refund will be issued for any remaining credits or subscription period. If we terminate your account for reasons other than policy violations, we will provide a pro-rated credit refund for unused subscription days in the current billing cycle.

9. Governing Law

This Refund Policy is governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. Nothing in this policy limits statutory rights you may have under the law of your country of residence.

10. Contact

For billing questions or to report a platform error affecting your credits, contact us at hello@agent-media.ai. Please include your account email, the transaction date, and a description of the issue. We respond within 2 business days.