Refund Policy

Last updated: 2026-11-06

Summary

Failed video? Automatic credit refund. If a generation fails or times out, the credits go back to your balance automatically.
Unused credits: refundable within 14 days. Ask within 14 days of purchase and we refund the unused part of your pack.
Broken video? We return the credit. See the quality guarantee below.
Otherwise, used credits are not refundable, because each generation has a real cost to us.

A generation counts as failed when the AI model returns an error, the job times out, or no video is produced. In all these cases the credits are returned to your balance automatically — you don't need to contact us. You can try again, ideally with a clearer, well-lit photo.

Quality guarantee

AI output varies from photo to photo. A video counts as broken if any of these is true:

The person or pet is unrecognizable compared with the photo.
The hands or arms are badly distorted.
No heart forms in the pose.
The file is corrupted or will not play.

Email support@bicephearttrend.app within 7 days of generation with the approximate time of generation and the checkout email, and we return the credits used for that video so you can try again. Not liking the look of a video that is not broken is not covered, because each generation has a real cost to us.

Refunds for unused credits

Within 14 days of purchase, you can request a refund for credits you haven't used:

If you haven't used any credits from a pack, we refund the full amount.
If you have used some, we refund the unused credits in proportion to the price you paid for the pack.

To request a refund, email support@bicephearttrend.app from the address you used at checkout with the approximate date of purchase. Refunds are sent to the original payment method through Creem, our payment processor and merchant of record, and usually appear within 5–10 business days.

Exceptions

We do not refund credits used to generate content that breaks our Terms of Service, and we may decline refunds where we see clear abuse (for example, repeated purchase-and-refund cycles). Nothing in this policy limits any refund or cancellation rights you have under mandatory consumer law.

Chargebacks

If something went wrong, please contact us first — we're quick to fix genuine problems. Opening a chargeback freezes the credits linked to that payment.

Contact