Legal Center

Refund Policy

Effective Date: September 12, 2026

Refund Overview

Vidu Q3 Pro provides generative AI services that require immediate allocation of computational resources. This Refund Policy explains the conditions under which refunds may be granted.

By purchasing or using the Service, you agree to this Refund Policy.

1. General Policy

Due to the nature of digital services and instant resource consumption, purchases of credit packages are generally non-refundable once any purchased credits have been used.

However, we may review refund requests on a case-by-case basis in accordance with this Policy.

2. Refund Eligibility

Refund requests must be submitted within 7 days of the transaction date.

Refunds may be granted in the following cases:

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Duplicate Billing: Verified technical errors resulting in multiple charges
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Service Outage: Unplanned service disruption exceeding 72 consecutive hours
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Fulfillment Failure: Failure to deliver purchased credits or services

3. Non-Refundable Cases

Refunds will not be provided for:

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Dissatisfaction with AI-generated results
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Accidental usage or unintended generations
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Failure to understand how the Service works
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Account suspension due to violation of Terms of Service

4. One-Time Credit Purchases

Vidu Q3 credit packs are one-time purchases. They are not subscriptions and do not renew automatically.

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Your payment method is charged only when you choose and confirm a credit purchase
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Buying additional credits requires a new checkout and separate payment authorization
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Unused credits remain in your account until used, subject to these Terms

5. EU Consumer Rights

If you are located in the European Economic Area (EEA), you acknowledge that:

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Digital services may begin immediately after purchase
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By using the Service, you expressly consent to waive your right of withdrawal once the Service has been fully or partially delivered

6. Chargebacks and Disputes

We encourage users to contact our support team before initiating a payment dispute.

Filing a chargeback without prior contact may result in:

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Temporary suspension or restriction of the account
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Investigation of the associated activity

7. Billing Support

To request a refund, please contact our billing team with your information:

support@viduq3.comOfficial Billing Support

Required Information:

● Your unique User ID
● Official Order Number
● Detailed description of the issue