Refund Policy

Overview

This Refund Policy explains how OpenSora 2 handles refunds, credit restoration, subscriptions, credit packs, failed generations, accidental purchases, and billing disputes.

OpenSora 2 is a hosted AI generation service. Credits pay for compute, queue priority, storage, model access, and generation workflows. AI generation is probabilistic, so outputs can vary by model, prompt, source assets, duration, resolution, queue conditions, and provider availability.

Before You Buy

Before purchasing a plan or credit pack, we recommend that you:

1. Sign in and use available starter credits.
2. Check the estimated credit cost before submitting a generation.
3. Start with a small generation before a larger batch.
4. Review whether you need private generation, watermark-free downloads, higher concurrency, or priority queue access.
5. Read the Terms of Service and Privacy Policy.

Failed Generations

If a generation fails before producing a usable output, we may automatically restore credits depending on the failure path. If credits were not restored automatically, contact support with:

• Your account email.
• The task ID.
• The model and settings used.
• A screenshot or error message if available.

We will review the task logs and may restore credits when the failure was caused by service, provider, queue, or processing errors.

Low-Quality or Unexpected Outputs

AI outputs are not guaranteed to match a prompt exactly. We generally do not refund credits solely because a result is subjective, imperfect, aesthetically different from expectations, or unsuitable for a campaign.

However, if the output is clearly broken because of a technical failure, such as an empty result, corrupted media, missing file, or provider-side error, contact support and we will review the task.

Credit Packs

One-time credit packs are generally non-refundable after credits are used. Unused credit packs may be reviewed for refund when:

• The purchase was accidental.
• The request is made soon after purchase.
• The credits have not been consumed.
• There is no abuse, chargeback, fraud signal, or policy violation.

Approved refunds may revoke the related credits and any outputs or entitlements tied to the purchase.

Subscriptions

Subscriptions renew automatically until canceled. You can cancel from account settings or through the payment provider where available. Canceling a subscription stops future renewal but does not automatically refund the current billing period.

Subscription refunds are reviewed case by case. We are more likely to approve a refund when:

• The charge was accidental or duplicated.
• The request is made soon after renewal.
• There has been little or no usage in the current billing period.
• There is no abuse, fraud, chargeback, or policy violation.

We generally do not refund a subscription period after substantial credit usage, private generation usage, watermark-free exports, priority queue usage, or other paid benefits have been used.

Promotional and Free Credits

Free credits, starter credits, manually granted credits, promotional credits, daily check-in credits, and bonus credits have no cash value and are not refundable. They may expire, be adjusted, or be revoked if obtained through abuse.

Payment Provider Fees and Timing

Refund timing depends on the payment processor and the issuing bank. Approved refunds may take several business days to appear. Some processors or banks may not return processing fees, currency conversion differences, or local payment charges.

Chargebacks

If you open a chargeback or payment dispute, we may suspend account access, pause generation, revoke credits, or disable downloads while the dispute is reviewed. Contacting support first is usually faster and gives us the task and order context needed to resolve the issue.

Abuse and Ineligible Refunds

Refunds may be denied when we detect:

• Repeated refund requests after successful usage.
• Abuse of free credits, queues, referrals, promotions, or payment systems.
• Policy-violating content.
• Account sharing, resale, scraping, automation, or excessive load.
• Fraud signals, stolen payment methods, or chargeback misuse.

How to Request a Refund

Email support@opensora2.com with:

• Your account email.
• Order ID or payment receipt.
• Task ID if the issue relates to a generation.
• The reason for the request.
• Screenshots or error messages if available.

We aim to review billing requests promptly, but complex provider, payment, or abuse investigations may take longer.

Changes to This Policy

We may update this Refund Policy from time to time. The updated date at the top of this page shows the latest version.