Legal
Refund Policy
Refund rules for Ozilai: unused credits can be refunded within 14 days, credits from failed generations come back to you, and double charges are repaid in full.
At a glance
Ozilai is paid for with credits for video generation. You either receive credits through a monthly plan or buy a pack once. Below we set out what qualifies for a refund, what does not, and the steps to request one.
Why spent credits are final
As soon as you start a paid generation, the job is sent to an outside model provider and the cost is incurred on the spot. It cannot be taken back afterwards. That is why the generate button always displays the credit price before you start: check it, and if you are unsure, simply do not run the job.
Your statutory right to withdraw (EEA and UK)
Consumers in the EEA and the UK normally have 14 days from purchase to withdraw from a distance contract. Digital services can begin immediately if you agree to that and acknowledge that you lose the withdrawal right once the service has been fully performed. Starting a generation counts as that agreement for the credits it consumes. Credits you have not spent can still be refunded within the 14 days described above.
Credit packs bought once
Credit packs bought once (Trial, Starter and Creator) are refundable for any credits you have not used, provided you ask within 14 days of the purchase date. Credits that have already gone into a generation are not refundable. Credits do not expire, so an unused balance stays available whenever you need it. After 14 days we cannot refund a purchase simply because you changed your mind.
Monthly plans
The Starter, Creator and Studio plans renew each month until you cancel. After a renewal, any credits from it that remain unused can be refunded if you request it within 14 days of the renewal date. Credits already spent are not refundable. Approved refunds are paid back to the payment method used for the charge.
Ending a plan
Cancel whenever you like, from your account settings or by email. Cancelling prevents future renewals; the plan then stays active until the end of the period you have already paid for, and credits sitting in your account remain yours. Please note that cancelling and getting a refund are two separate things, and a cancellation alone does not repay the current period.
When a generation fails
If a job errors out or times out, the credits it took are returned to your account balance automatically and are ready to use again. Should the credits fail to reappear, email us the task ID and roughly when you submitted it, and we will put them back. Failures are made good with credits, not as money.
Charged twice
If the same purchase was billed two times, you receive a full refund of the extra charge on the original payment method, and the 14-day period does not apply. Tell us the date of the charge and the payment provider shown at checkout, and we will take care of it.
Making a request
Send an email to support@ozilai.io that includes:
- the email address of your account
- the date you were charged
- the name of the plan or credit pack
- the payment provider that checkout displayed
Please keep card numbers, passwords, API keys and other credentials out of the message.
After you write
We go through each request within 2 business days and answer at the address you wrote from. A refund that is approved goes back to the original payment method, and the money usually appears 5 to 10 business days later, depending on the provider and your bank.
Disputes with your bank
If a charge looks wrong, please talk to us before involving your bank. A failed job or a double charge is normally quicker to correct directly, and opening a chargeback while a refund is already underway only slows the result.
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