Refund and cancellation policy

Last updated October 18, 2026

AIAvatars is operated by AI Avatars LLC. This policy applies to AIAvatars subscriptions and generation-credit purchases. Contact team@aiavatars.club about a payment, cancellation or failed job. Include your account email and the purchase or job reference; do not send passwords or full card details.

Canceling a subscription

Subscriptions renew monthly until canceled. You can manage and cancel your subscription through the billing portal available from your account's Plan and credits page. Complete cancellation before the next renewal shown in the portal. Cancellation stops future renewals; your current subscription continues until its paid period ends unless we agree otherwise or applicable law requires a different remedy.

Canceling a subscription does not itself refund an earlier payment. Signing out, uninstalling the app or stopping use does not cancel a subscription. If you cannot access the cancellation controls, contact support before renewal so we can help. Keep the cancellation confirmation.

Purchased credits retain their original quantity and have no scheduled expiration when a subscription ends. Unused monthly included credits expire at the end of their paid period and do not roll over. After cancellation takes effect, the features available to you depend on your remaining plan; a credit balance does not grant paid-tier features.

Unused purchases

You may request a courtesy refund within seven calendar days of a credit-pack purchase if none of the credits from that purchase have been used. For a subscription payment, including a renewal, you may request a courtesy refund within seven calendar days if you have not used the paid features or credits supplied for that billing period. Support will check the relevant purchase and usage records.

Once a purchase has been used, we do not normally offer a discretionary partial refund for its unused remainder or unused days. This does not limit remedies for an incorrect charge, a service that was not supplied as agreed, or rights provided by applicable law.

An approved refund is returned to the original payment method. The associated credits and subscription benefits are removed or adjusted as part of the refund. Your bank or payment provider determines when the returned funds appear. We aim to acknowledge support requests within three business days; investigation and bank processing can take longer.

Failed generations and output quality

We reserve the quoted credits when you authorize a generation. If the generation is confirmed failed, its reserved credits are released or restored once. When a provider's result is uncertain, credits may remain reserved while we reconcile the result. A delayed status alone does not mean that another generation or another charge is needed.

Separately completed preparation steps can remain chargeable even if a later step fails. Our supported video-failure flow also restores the linked source-analysis charge once. Restored credits retain their original source and expiry rules. Contact support if a confirmed failure has not been reconciled or restored credits are not usable.

AI results can differ from your expectations. A completed output you dislike is not automatically a technical failure. A new generation or revision can use additional credits; review its quote before authorizing it. Report a defective or missing output so we can investigate the appropriate remedy. Returning generation credits is distinct from refunding a card payment.

Incorrect charges and consumer rights

Contact us about a suspected duplicate or incorrect charge so we can investigate and correct it. We may pause spending on the affected balance while reconciling a refund or disputed payment.

This policy is additional to rights that cannot be excluded under applicable consumer law. The seven-day courtesy window does not shorten a statutory cancellation, withdrawal or refund right. Where the law requires a different remedy, that law applies.