Refund policy

Updated October 22, 2026

This policy applies to Story HD when paid checkout is available. Earlier previews did not involve payment; no new free generation is offered.

Confirmed generation failure

If your paid generation is confirmed as failed and no video is delivered, we initiate a full refund of the $6.99 payment to the original payment method. Your order page shows whether the refund is queued, processing, successful or needs support attention. A request is not shown as successful until Stripe confirms it. Your bank may take additional time to display the credit.

Uncertain or interrupted tasks

A network interruption can leave a generation result uncertain. We stop automatic resubmission to avoid creating or charging for another video. Contact us with your order number so we can investigate delivery or refund. Do not pay again to resolve the same order.

Playback, specifications and quality

If a delivered file will not play or download, contact us with your order number, device, browser and visible error. We investigate the delivery before deciding the remedy; do not pay again.

If the output is clearly missing a participant or materially differs from the purchased duration or resolution, tell us what is missing. We compare it with the described service and review the case individually. Exact dimensions, shot timing and appearance may vary as described before purchase.

For likeness, movement, audio or makeup problems, describe the specific issue and approximate moment in the video. AI may alter faces or produce unexpected details. Subjective style preferences do not carry an automatic money-back guarantee, unlimited revisions or free regeneration.

Duplicate payments

If you believe you paid twice, provide both order numbers and approximate payment times. Do not send card details. We check the payment records and review the duplicate; avoid starting another order to fix an existing payment.

Tracking a refund

The order page distinguishes a queued request, submission, Stripe processing, Stripe-confirmed success, and cases needing support. A requested or processing refund is not yet a successful refund. Your bank may take additional time after Stripe confirms it; we do not promise a fixed credit date. This policy does not limit mandatory rights that apply to you.

Canceling checkout

Returning from checkout does not itself confirm a payment or start generation. If you have already paid, contact support before starting another order. Once a generation has been submitted it may not be possible to stop the provider job.

Contact

Email contact@zombiecouplevideo.ai with your order number and a short description of the problem. Never send card details, API keys or your private recovery link in a public message.