Ozilgoal Refund Policy: Credit Packs and Failed Videos

In short

• If a video fails to render, the credits for it come back to your balance automatically. You do not need to ask.
• Credits for a video that rendered successfully are generally not refundable.
• If you were charged wrongly or twice, or credits never arrived, contact us and we will fix it.

Failed videos

Credits are reserved when you start a video. If the video fails before it is produced, the reserved credits are returned to your balance. This is a credit return, not a cash refund. If the credits do not return within a reasonable time, contact us with the time you made the video.

When a refund may be approved

We may approve a full or partial refund when:

• you were charged more than once for the same purchase;
• the amount or product charged was wrong;
• the credits you bought were not added to your account;
• a sustained technical problem stopped you from using credits you paid for and we could not fix it;
• a payment was not authorised by you, after reasonable checks;
• the law where you live requires a refund.

When refunds are generally not available

• Credits already used for a video that rendered successfully.
• Credits that expired after the one-year validity period.
• Dissatisfaction with how the AI result looks, such as likeness or style, for a video that rendered.
• Free or bonus credits.
• Accounts closed for breaking our terms.

If your video renders but is clearly broken, contact us. We review these case by case and may return the credits.

How to ask

Use the support chat or the contact page and include:

• the email address on your account;
• the order or transaction number and the date;
• a short description of what went wrong.

Asking does not guarantee approval. We reply as soon as we can, usually within 1 to 2 business days. Approved refunds go back to the original payment method and may take several business days to appear.

Nothing in this policy limits rights you have under mandatory consumer law in your country.