Refund Policy

Introduction

Thank you for choosing LongCat Video, our AI-powered platform for advanced video and image generation. This refund policy explains when refunds are issued, how we handle credit usage, and the steps required to submit a request. By purchasing credits or subscribing to a plan, you agree to the terms outlined below.

Subscription and Payment Terms

LongCat Video offers flexible billing options to fit your workflow:

1. Credits – Consumable units that power video and image generation tasks.
2. Subscriptions – Monthly or annual plans that bundle credits with premium functionality.

All payments are securely processed through trusted third-party providers, and usage is tracked in real time within your account.

Refund Eligibility Rules

While we strive to ensure a seamless experience, please review the following limitations before requesting a refund:

1. Time Limit – Refund requests must be submitted within 3 days of the original purchase date.
2. Credit Usage – Once any purchased credits have been consumed or any subscription benefits have been used, the order becomes ineligible for a refund regardless of the remaining time.
3. Processing Fees – Approved refunds are issued minus any applicable payment processing fees charged by our payment partners.

These rules apply to both one-time credit purchases and subscription renewals.

Failed or Canceled Generations

Credits consumed by a generation that fails or is canceled are returned to your account automatically and in full; this is a credit return for the job, not a cash refund, and no support request is needed.

How to Request a Refund

If you meet the eligibility criteria, please follow these steps to submit your request:

1. Contact Us – Email our support team at [email protected].
2. Provide Details – Include your account email, order number, purchase date, and a short explanation of the issue you encountered.
3. Submit on Time – Ensure your email is sent within the 3-day refund window noted above.

Refund Processing

We commit to responding to all refund requests within 3 business days. If we fail to reply within that window, refunds may be auto-approved under our payment partner Creem’s policy to protect customers. Our team will review your request and notify you of the decision. If your refund is approved, it will be processed within 24–48 hours after approval. The exact time for funds to appear in your account depends on your payment provider and may vary.

Changes to This Policy

We may update this refund policy to reflect changes in our services or legal requirements. Any updates will be posted on this page, so please review it periodically to stay informed.

Contact

If you have questions about this policy or need help with your request, reach out to [email protected]. We are always happy to assist you.