Refund Policy

Overview

This Refund Policy ("Policy") describes the refund terms and conditions for HelloVideo (accessible at https://hellovideo.com), operated by LIU SONGSONG ("we", "us", or "our"). This Policy applies to all purchases made through the HelloVideo platform, including subscriptions and credit packages.

By making a purchase on HelloVideo, you agree to the refund terms outlined in this Policy. Please read this Policy carefully before making any purchase, as different product types have different refund eligibility criteria.

Key Principles

1. Subscriptions may be eligible for a full refund only if Credits are completely unused
2. Credit Packages are non-refundable due to immediate activation
3. All refund determinations are based on verified credit transaction history
4. We process refund requests within 5 business days of approval

Subscription Refunds

Eligibility Criteria

A full refund is available for Pro Monthly, Pro Annual, Ultra Monthly, and Ultra Annual subscriptions only if all of the following conditions are met:

1. Credits are completely unused: There must be zero USAGE transactions in your credit transaction history since the most recent subscription Credit allocation (SUBSCRIPTION_RENEWAL)
2. Request within 30 days: The refund request must be submitted within 30 days of the subscription charge date
3. Account in good standing: Your account must not have been flagged or suspended for Terms of Service violations

What "Completely Unused" Means

"Completely unused" means that not a single Credit allocated under the subscription has been consumed for any purpose. We verify this by checking your credit transaction history for any USAGE type transactions that correspond to the subscription period.

The following actions all count as Credit usage and will disqualify you from a refund:

How We Verify Usage

Our verification process is thorough and automated:

1. Transaction history review: We examine your creditTransaction records for any USAGE entries after the most recent SUBSCRIPTION_RENEWAL or initial subscription Credit allocation
2. Balance verification: We confirm that your current Credit balance matches the full allocation amount (minus any Credits from non-subscription sources)
3. Timestamp comparison: We cross-reference usage timestamps with subscription billing dates to ensure accurate attribution
4. FIFO cross-check: Because Credits are consumed in FIFO (First In, First Out) order based on expiration date, we verify which specific Credit allocation was consumed

Important Notes on Subscription Refunds

• Even a single Credit used = no refund: If you have used even one Credit from your subscription allocation, the subscription is no longer eligible for a refund under any circumstances
• No partial refunds: We do not offer partial, prorated, or half refunds. It is either a full refund (if Credits are completely unused) or no refund
• Multiple subscriptions: Each subscription period is evaluated independently. A refund for the current billing period does not guarantee eligibility for refunds on previous periods
• Free trial periods: If a promotional free period was offered, the refund calculation applies only to the actual paid subscription period

Subscription Refund Amount

The refund amount for eligible subscriptions is:

• Pro Monthly: Full refund of $19.90
• Pro Annual: Full refund of $178.80
• Ultra Monthly: Full refund of $39.90
• Ultra Annual: Full refund of $358.80

Refunds are issued to the original payment method used for the purchase.

Credit Package Refunds

Non-Refundable Policy

All Credit Packages are strictly non-refundable. This applies to all package tiers:

Why Credit Packages Are Non-Refundable

Credit Packages are non-refundable for the following reasons:

1. Immediate activation: Credits are added to your account and available for use immediately upon purchase. There is no waiting period or delayed delivery
2. Instant consumption: You can begin using Credits the moment the purchase is confirmed, making it impossible to verify whether Credits have been used
3. Digital goods: Credit Packages are classified as digital goods that are fully delivered at the point of purchase, which under most consumer protection regulations are exempt from mandatory return policies
4. Mixed Credit tracking: Because Credits are consumed in FIFO order based on expiration date, it may not be possible to isolate which specific Credits (package vs. subscription vs. free) have been consumed

Exceptional Circumstances

In extremely rare cases, we may consider a Credit Package refund if:

• The package was purchased due to a verifiable technical error on our platform
• You were charged for a package you did not intend to purchase due to a billing system malfunction
• Duplicate charges occurred for the same package

These exceptions are evaluated on a case-by-case basis and require supporting evidence. To inquire about an exception, contact support@hellovideo.com with details of the issue.

How to Request a Refund

If you believe you are eligible for a subscription refund (Credits completely unused), please follow the steps below:

Step 1: Verify Your Eligibility

Before submitting a refund request:

1. Log in to your HelloVideo account
2. Navigate to Settings > Credits to view your credit history
3. Check for any USAGE transactions since your most recent subscription Credit allocation
4. If there are zero USAGE transactions, you may be eligible for a refund

Step 2: Submit Your Request

Send an email to support@hellovideo.com with the following information:

• Subject line: "Refund Request"
• Registered email address: The email address associated with your HelloVideo account
• Plan type: Specify whether you are requesting a refund for Pro Monthly, Pro Annual, Ultra Monthly, or Ultra Annual
• Purchase date: The date the subscription was charged
• Reason for refund: A brief explanation of why you are requesting a refund
• Transaction ID (if available): The billing transaction identifier from your receipt

Step 3: Verification Process

Once we receive your request, we will:

1. Acknowledge receipt: Send you a confirmation email within 1 business day
2. Verify account status: Confirm your account is active and in good standing
3. Check credit history: Review your credit transaction records to verify that no Credits have been used since the subscription allocation
4. Validate billing records: Cross-reference the charge with our payment processor records (Creem)
5. Make a determination: Approve or deny the refund request based on verified facts

Step 4: Refund Processing

If your refund request is approved:

1. Notification: We will send you an email confirming the refund approval and the refund amount
2. Processing time: The refund will be processed within 5 business days of approval
3. Payment method: The refund will be issued to the original payment method used for the purchase (credit card, bank account, or other method processed by Creem)
4. Appearance on statement: Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear on your bank or credit card statement

If Your Request Is Denied

If your refund request is denied, we will provide:

1. A clear explanation of why the request was denied
2. The specific transaction records that led to the determination
3. Information about any alternative options available to you

After Your Refund

If your refund request is approved and processed, the following actions will be taken on your account:

Immediate Actions

1. Subscription cancelled: Your Pro or Ultra subscription will be cancelled immediately. You will not be charged for future billing periods
2. All Credits zeroed: Your entire Credit balance will be reset to zero (0). This includes:
   • Any remaining subscription Credits from the refunded period
   • Any monthly free Credits (Free Plan allocation)
   • Any Credits from other sources (registration gifts, promotional Credits)
3. Account reverted to Free Plan: Your account will be reverted to the Free Plan, providing 10 Credits per month on the next monthly refresh cycle

What Remains Unchanged

1. Previously generated content: Any images or videos you generated before the refund will remain accessible in your account. We do not delete your creative work as a result of a refund
2. Account access: Your account remains active and you can continue using HelloVideo under the Free Plan
3. Generation history: Your prompt history and generation records are retained for your reference
4. Billing history: The refund transaction will be recorded in your billing history for transparency

Resubscribing

You are welcome to resubscribe to a Pro or Ultra plan at any time after receiving a refund:

1. Log in to your HelloVideo account
2. Navigate to the pricing page or your account settings
3. Select your desired plan (Pro or Ultra)
4. Complete the purchase through our payment processor

Please note that the 30-day refund eligibility window resets with each new subscription purchase.

Exceptions and Special Cases

Service Outages

If HelloVideo experiences a significant service outage that prevents you from using Credits during your subscription period:

• We may extend your subscription period by the duration of the outage
• In cases of extended outages (more than 72 consecutive hours), we may consider a Credit allocation adjustment
• Service outages do not automatically qualify you for a refund under this Policy
• Contact support@hellovideo.com to discuss outage-related concerns

Billing Errors

If you were charged incorrectly due to a billing system error:

• We will investigate and correct the error promptly
• Any overcharges will be refunded in full regardless of Credit usage
• Contact support@hellovideo.com immediately if you notice an unauthorized or incorrect charge

Account Compromise

If your account was accessed by an unauthorized third party who consumed Credits:

• We will investigate the unauthorized access upon receiving your report
• If we can verify the unauthorized access through our security logs, we may consider a Credit restoration or refund
• You must report the unauthorized access within 14 days of discovery
• We may require additional verification steps to secure your account before processing any remedy

Duplicate Charges

If you were charged multiple times for the same subscription or package:

• The duplicate charge will be refunded in full
• Contact support@hellovideo.com with your billing receipt(s) and we will resolve the issue within 5 business days

Legal Requirements

Nothing in this Policy limits any statutory rights you may have under applicable consumer protection laws in your jurisdiction. If you are entitled to a refund under mandatory local law, we will honor that right regardless of the terms stated in this Policy.

Contact Us

If you have any questions about this Refund Policy, or if you would like to submit a refund request, please contact us:

• Operator: LIU SONGSONG
• Email: support@hellovideo.com
• Address: 10 Xiyuan Road, Sandun Town, Xihu District, Hangzhou, Zhejiang 310030, China
• Website: https://hellovideo.com

For refund requests, please use the subject line "Refund Request" and include your registered email address and the reason for your request. We will respond within 1 business day to acknowledge receipt and begin the verification process.

Related Policies

• Privacy Policy - How we collect, use, and protect your personal data
• Terms of Service - The terms governing your use of HelloVideo
• Cookie Policy - How we use cookies and similar technologies