Refund Policy
Effective October 31, 2026
Current availability
Catrina AI offers account access and credit-based video generation. Account registration, sign-in and video generation are available. A video credit is required to submit a job. Checkout is not yet open. The provisions below describe how the service handles purchases and submissions when those features become available; they do not activate an unavailable feature.
Catrina AI is operated by Dylan Zou, based in San Francisco, California, USA. This policy explains how we review requests about purchased credits, duplicate charges, missing credits and video delivery. Simulated test transactions do not represent real charges or cash refunds.
1. Completely unused credit orders
You may request a refund within 7 days of a successful purchase if all credits included in that order remain completely unused. We review the payment and the order's credit-use history before deciding eligibility. This seven-day period is measured in calendar time, not business days.
This rule applies to a completely unused order. It does not establish a general right to a proportional refund for a partly used package. Unclear payment timing or credit-use records require individual review rather than an automatic rejection. Requests about duplicate charges, missing credits, technical problems or rights under applicable law are considered on their own facts.
2. Duplicate charges and missing credits
If we verify that you were charged more than once for the same purchase, we will refund the duplicate charge.
If a completed payment did not result in the correct credits being added, we will verify the payment and provide the missing credits. If we cannot provide them, we will arrange a refund for the affected purchase.
3. Failed generation or non-delivery
If generation fails or no video is delivered, contact us so we can verify the task and restore the credit used for that generation.
Confirmed generation failures can return a reserved credit automatically. Uncertain submission results, unresolved delivery issues and audio-processing failures require review; automatic restoration is not available for every unresolved case. A credit affected by an unresolved payment or refund review may remain temporarily unavailable while the financial status is checked. We will explain the status and the next step rather than claim that a credit has been restored before it is available.
Restoring a credit is different from returning money to a payment method. We do not automatically submit a new video-generation task as a substitute for investigating an uncertain result.
4. Successfully delivered videos
After successful delivery, personal taste or subjective dissatisfaction with the video's creative appearance will generally not qualify for a refund.
If the file is clearly corrupted, cannot be played or has another technical problem, contact us so we can investigate and provide an appropriate remedy. This does not limit rights available under applicable law.
5. Requesting assistance
Email zoumouou@gmail.com with your order number, purchase email address and a description of the issue. For a video issue, include the job identifier or error description if available. You do not need to send information already provided in the same case.
Do not send your full card number, card security code, account password, sign-in link or private video download link. We may ask for limited additional information needed to verify the purchase and account ownership.
We record when we first receive your request. Asking for additional information does not restart our acknowledgement or initial-review deadlines. You may reply to the same email thread if you believe a decision is based on incorrect records or you have new evidence.
6. Response and progress updates
We will acknowledge ordinary support and refund requests within 2 business days and provide an initial review result within 5 business days of receiving the request. An initial result may explain what we have verified, what remains outstanding and what further information is needed; it is not a guarantee of final resolution within that period.
If the case remains unresolved, we will provide a progress update at least every 5 business days, including while waiting for information or a payment provider. Each update will state the next expected update date.
For this policy, business days are Monday through Friday in America/Los_Angeles time. The day we receive the request is not counted; the next Monday-through-Friday day is day one. These service deadlines do not change the seven-calendar-day eligibility period. This is not a promise of 24-hour live support. Content reports and urgent safety concerns follow the separate deadlines in our Acceptable Use Policy.
7. Monetary refunds and fees
Approved monetary refunds are handled through the payment provider used for the original transaction. For an approved full refund, we will request return of the full original payment amount. We do not add a Catrina AI refund-handling fee or deduct our payment-processing costs from that amount.
Our approval, submission to the provider, the provider's processing status and a completed refund are separate stages. We will only describe a refund as confirmed successful after verifying the provider's completed result. A submission or processing message does not confirm that funds have appeared in your bank account.
We do not promise a fixed bank-posting or payment-provider completion time. If a confirmed refund has not appeared, or the amount appears different, contact us so we can investigate with the provider. We do not assume or announce an unverified payment-channel fee deduction.
8. Your statutory rights
Nothing in this policy excludes or limits consumer rights or remedies that cannot lawfully be excluded or limited. Where applicable law provides additional rights, those rights remain available.
Support: zoumouou@gmail.com
Catrina AI · Operated by Dylan Zou · San Francisco, California, USA
Support: zoumouou@gmail.com