Refund Policy

SceneToVideo uses credits to run AI video generations and Stripe to collect monthly subscription payments. A credit return restores service credits to your SceneToVideo balance. A payment refund returns money through Stripe to the original payment method. They are different processes.

SceneToVideo AI is provided by XIAO YI, an individual sole operator based in Tianhe District, Guangzhou, Guangdong, China.

This policy applies to direct purchases on scenetovideo.com. If you later purchase through another marketplace, that marketplace's refund rules may apply.

Reserved generation credits are returned automatically when an eligible generation fails to start, fails at the AI provider, cannot be saved, or is successfully canceled before completion. The workspace shows whether a credit return is processing or completed.

Credits are normally not returned when a generation completes successfully but you dislike the creative result, entered the wrong prompt or settings, uploaded an unsuitable image, or deleted the completed result. AI output is variable, so review the prompt, model, duration, aspect ratio, and displayed credit cost before starting.

If an eligible credit return does not appear after the job reaches a failed or canceled state, contact support with the generation ID.

You can cancel from the billing portal linked in your Account. Cancellation stops future renewal charges and, unless the portal states otherwise, your plan stays active through the current paid billing period.

Canceling does not automatically refund the current period. Unused time and unused credits are not prorated or converted to cash except where required by law or expressly approved under this policy. Membership credits reset each paid billing period and do not roll over.

We will review a refund request when:

• you request a refund for your first subscription payment within 7 calendar days and have not used any paid-plan credits;
• a duplicate charge or billing error occurred;
• you report an unauthorized charge promptly and cooperate with account-security checks;
• a prolonged service failure materially prevented use of the paid service; or
• applicable consumer law requires a refund.

Renewal charges are generally non-refundable. However, we will review a renewal request submitted within 3 calendar days when no credits from the renewed period have been used. Approval is not guaranteed unless required by law.

• completed generations that are technically delivered but do not match a subjective creative preference;
• unused credits, partial billing periods, forgotten cancellations, or requests outside the windows above;
• accounts suspended for material violations of our Terms of Service;
• fees charged by a bank, card issuer, currency provider, or other third party; or
• requests involving fraud, chargeback abuse, or material misrepresentation.

These exclusions do not limit non-waivable rights under applicable law.

Email support@scenetovideo.com from the address linked to your account. Include:

• your SceneToVideo account email;
• the Stripe invoice or order identifier, if available;
• the charge date and amount;
• a short explanation of the problem; and
• the relevant generation ID for a missing credit return.

Do not send a full card number, password, verification code, or API key. We may ask for additional information to verify the account and prevent fraud.

If approved, a payment refund is sent through Stripe to the original payment method. SceneToVideo cannot send the refund to a different card or account. Your bank or payment provider controls when the credit appears, so processing time can vary.

When a payment is refunded, related plan access or credits may be removed. If some credits were already used, we may deduct the value used from an otherwise eligible refund where permitted by law.

Contact us first so we can investigate billing errors quickly. Filing a chargeback does not expand refund eligibility and may require us to restrict the associated account while the dispute is reviewed. Nothing here prevents you from exercising rights available through your card issuer or applicable law.

We may update this policy for future purchases. The version in effect when a charge was made will normally apply to that charge unless law requires otherwise. Questions can be sent to support@scenetovideo.com or through our Contact page. Legal and service correspondence may be addressed to XIAO YI, SceneToVideo AI, Tianhe District, Guangzhou, Guangdong, China.