Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of token purchases on Cliporio. We strive to provide a fair and transparent refund process while maintaining the integrity of our Service.

2. Token Purchase Refunds

Token purchases are generally non-refundable due to the digital nature of our Service. However, we may issue refunds in the following circumstances:

• Technical Issues: If technical problems on our end prevent you from accessing or using the Service
• Duplicate Charges: If you were charged multiple times for the same purchase
• Unauthorized Transactions: If a purchase was made without your authorization (subject to verification)
• Service Unavailability: If the Service is unavailable for an extended period (more than 72 consecutive hours)
• Billing Errors: If you were charged an incorrect amount

3. Refund Request Period

To be eligible for a refund, you must submit your request within:

• 14 days of the original purchase date for standard refund requests
• 30 days for technical issues or service unavailability claims
• 60 days for unauthorized transaction claims (subject to investigation)

Requests submitted after these periods will not be considered except in exceptional circumstances at our sole discretion.

4. Used Tokens

Tokens that have been used to generate videos are not eligible for monetary refund. This includes:

• Tokens used for completed video generations
• Tokens used for video generations that are in progress
• Tokens used for video generations that you chose to cancel

Only unused tokens may be considered for refund at our discretion.

5. Failed Video Generation

If video generation fails due to technical issues on our end:

• Tokens will be automatically refunded to your account balance
• Refunded tokens can be used for future video generations
• No monetary refund is provided for failed generations (tokens are restored instead)
• If failures persist, contact support for additional assistance

Note: Failures due to inappropriate content, policy violations, or user error are not eligible for token refunds.

6. How to Request a Refund

To request a refund:

1. Email our support team at [email protected]
2. Include your account email address
3. Provide your order/transaction number
4. Describe the reason for your refund request
5. Include any relevant screenshots or documentation

Our support team will review your request and respond within 3-5 business days.

7. Refund Processing

For approved refunds:

• Refunds are processed within 5-10 business days of approval
• Refunds are issued to the original payment method
• Bank processing times may add 3-5 additional business days
• Partial refunds may be issued based on token usage
• You will receive email confirmation when the refund is processed

8. Chargebacks

We strongly encourage you to contact our support team before initiating a chargeback with your bank or credit card company. Initiating a chargeback without first attempting to resolve the issue with us may result in:

• Immediate suspension of your account
• Loss of any remaining token balance
• Permanent ban from the Service
• Collection actions for disputed amounts

We are committed to resolving disputes fairly and promptly through our support channels.

9. Account Termination

If your account is terminated for violation of our Terms of Service or Acceptable Use Policy:

• No refund will be provided for unused tokens
• Access to generated videos may be revoked
• You remain responsible for any outstanding charges

10. Contact Us

For refund-related inquiries, please contact:

• Email: [email protected]
• Subject Line: Refund Request - [Your Order Number]