Refund Policy
Eligibility and process for Visemix payment refunds and failed-job credit returns.
Last updated 2026-08-12
Payment Refund Eligibility
You may request a full refund within 14 days after a purchase when every credit granted by that purchase remains completely unused and unreserved. Eligibility is evaluated against the server-side order and credit records. A partial refund is not available after any of those credits have been consumed, reserved for a task, transferred, revoked for abuse, or otherwise used.
Each subscription charge or renewal is a separate purchase for this purpose. Canceling a subscription stops future renewal as allowed by the billing provider; it does not automatically refund a completed charge. Your subscription remains active until the end of the current paid period unless a refund or applicable law requires otherwise.
How to Request a Refund
Sign in, open your billing settings, and submit the order number through the refund action. You may also contact support from the same account and include the order number. We verify account ownership, purchase time, payment status, and the complete unused-credit condition before sending an eligible request to Stripe.
When a request is submitted, the related unused credit grant is temporarily frozen so it cannot be spent while the provider refund is being processed. Approved funds return to the original payment method according to Stripe and your bank's processing times.
Failed Generations
A failed generation automatically releases or returns the credits reserved for that task. This is a task-credit adjustment, not a refund of the original card payment, and it does not extend the 14-day payment-refund window.
If text-to-speech succeeds and you then choose to abandon the remaining lip-sync processing, the task settles only the completed speech duration at one credit per second, rounded up. A task already accepted by a generation provider may settle the reserved amount when cancellation can no longer prevent provider cost.
Exceptions and Legal Rights
Transactions that were not successfully charged do not create refundable funds. We may reject duplicate, fraudulent, abusive, or ineligible requests. Nothing in this policy limits non-waivable consumer rights that apply in your jurisdiction.
For billing questions or a refund that appears stuck, use the signed-in support center so the request can be associated with the purchasing account. General questions may be sent to support@lipsync.vip. Provide only the order number—never send card details or credentials.