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Refund & Credit Usage Policy

Effective Date: February 10, 2026

This Refund & Credit Usage Policy (the "Policy") explains how Credits are deducted and when refunds may be available for purchases on Cleanvid (the "Service"), operated by SUYOO Tech ("we", "us", or "our"). This Policy supplements the Terms of Service. If there is any conflict between this Policy and the Terms of Service, the Terms of Service will prevail.

1. Credits and Usage Rules

1.1 Credits as Prepaid Usage Units

  • The Service uses a prepaid, credit-based system.
  • "Credits" are usage units that can be used only within the Service to access AI video processing features, including watermark removal, object removal, and video enhancement.

1.2 Non-transferable and No Cash Value

  • Credits are non-transferable and may not be sold, gifted, assigned, or redeemed for cash, except as expressly stated in this Policy or required by applicable law.

1.3 When Credits Are Deducted

  • Credits are deducted when you submit a processing task.
  • The number of Credits required for a task is shown in the Service interface at the time you submit the task.

1.4 Failed Tasks and Credit Returns

  • If a task fails due to a Service-side technical error and no Output is delivered, the deducted Credits will be returned to your account.
  • Credits may not be returned if the failure is caused by factors outside the Service (for example, unsupported file formats, corrupted uploads, user-side interruptions), or if we reasonably determine that the task or account is associated with fraud, abuse, chargebacks, or other violations of the Terms of Service.

2. Refund Policy

2.1 Pay-As-You-Go (One-Time Purchases)

  • Used Credits: Non-refundable.
  • Unused Credits: You may request a refund for the unused portion of Credits purchased in a one-time Pay-As-You-Go order. Refunds may be calculated on a pro-rata basis:
  • Refund Amount (before fees) = (Unused Credits from the order / Total Credits in the order) × Amount Paid for the order
  • We may deduct non-refundable payment processor fees, chargeback losses, or other direct costs from the refund amount where permitted by applicable law.
  • Unless required by applicable law, we generally accept refund requests for unused Credits within 7 calendar days of the purchase date.

2.2 Subscriptions

  • Subscription fees are non-refundable for the current billing cycle (month or year), unless required by applicable law.
  • You may cancel your subscription at any time. Cancellation stops future renewals but does not refund the current billing period.
  • Credits included in a subscription (if any) are not redeemable for cash.

2.3 Promotional, Bonus, or Compensatory Credits

  • Credits received for free (for example, promotions, coupons, bonuses, gifts, or compensation) are not refundable.

2.4 Refund Restrictions

We may refuse or reverse refunds (where permitted by applicable law) in cases involving:

  • Fraud, abuse, misuse, or attempts to exploit the Service.
  • Violations of the Terms of Service resulting in account suspension or termination.
  • Chargebacks, payment disputes, or other payment reversals associated with your purchases.

3. AI Processing Disclaimer (Refund-Related)

  • The Service uses automated AI processing. Results may vary depending on the source video (for example, resolution, watermark position, background complexity, and occlusions).
  • Requests for refunds based solely on subjective dissatisfaction (for example, "not as expected" or "quality not ideal") are not supported for used Credits.
  • We strongly recommend testing with free credits or a small purchase before making larger purchases.

4. How to Request a Refund

To request a refund (if eligible), please contact us at:

Please include your account email and the relevant order details. If approved, refunds are typically issued to the original payment method within 7–15 business days (timing may vary by payment processor and bank).

5. Governing Law and Dispute Resolution

This Policy is governed by the laws of the Hong Kong Special Administrative Region, without prejudice to any mandatory consumer protection rights under applicable law.