Refund Policy

1. Scope & Pricing Model

This Refund Policy governs all purchases of one-time video generation credit packages on BicepHeartAI (Single 1 video, Trio 3 videos, Creator 7 videos).

• No Recurring Subscriptions — BicepHeartAI operates strictly on one-time credit packages. We do not sell recurring subscriptions, and your payment method will never be billed automatically on a recurring schedule.
• No Expiration — Purchased video credits remain in your balance indefinitely until consumed.

Nothing in this policy limits mandatory statutory consumer protection rights that apply under local laws in your jurisdiction.

2. Failed Video Generations (Automatic Credit Restore)

Each video generation task deducts 1 video credit upon confirmation. If an unrecoverable technical error, compute node failure, or timeout occurs before your video completes successfully:

• The 1 deducted credit is automatically returned to your account balance.
• This automatic credit restore ensures you can try generating your video again with another photo or adjusted framing without having to repurchase credits.
• If a failed task does not immediately restore your credit due to a network interruption, please contact us with the Task ID and we will restore your balance promptly.

3. When Cash Refunds May Be Issued

You may request a full or partial refund to your original payment method in the following circumstances:

• Unused Credit Packages within 14 Days — If you purchased a credit pack and have not consumed any credits from that order, you may request a full refund within 14 calendar days of payment.
• Duplicate Charges — If an error resulted in multiple charges for the same order, the duplicated payment will be refunded immediately upon verification.
• Unresolved Service Outage — If a sustained system outage prevents credit delivery or generation and cannot be resolved within a reasonable timeframe.

4. Non-Refundable Items

Except where mandatory consumer protection regulations dictate otherwise, refunds cannot be granted for:

• Consumed Credits — Credits that have been successfully used to generate and deliver a completed 7-second MP4 video.
• Subjective Aesthetic Preferences — Generative AI models produce probabilistic animations based on your uploaded source photo. Disappointment based purely on subjective artistic style or facial likeness under suboptimal source framing does not qualify for a cash refund.
• Accounts Terminated for Violations — Any account suspended or closed due to violations of our Acceptable Use Policy (such as uploading prohibited imagery or CSAM) forfeits any remaining credits without refund.

5. Refund Processing

Approved refunds are issued to the original payment method used during checkout (via Stripe, Creem, or authorized payment gateway).

• Processing typically takes 5 to 10 business days depending on your bank or card issuer.
• Upon refund approval, any unused credits associated with the refunded transaction will be deducted from your account.

6. How to Request a Refund

To request a refund or resolve a billing inquiry:

1. Log in to your account and navigate to /settings/tickets.
2. Submit a ticket with your order number, account email, and reason for the request.
3. Our support team will review your account history and respond promptly.