Unused credits: request within 14 days
NEON Dance AI sells one-time credit packs, with no subscription or automatic renewal. You may request a full refund within 14 calendar days of purchase if the entire pack is unused and no credits from that pack are reserved for a pending generation.
If part of the pack has been used, you may request a refund within the same 14-day period for its unused, unreserved purchased credits. We calculate the refund from the amount actually paid for that order, in the original currency: original payment × eligible unused credits ÷ credits purchased. We round the result up to the nearest cent, capped at the order's remaining unrefunded payment. Promotional or free credits have no cash refund value.
For example, if you paid US$19.90 for 300 credits and used 200 credits, the remaining 100 credits are refundable at US$6.64. Once the refund is completed, those 100 credits are removed. Previously refunded amounts and credits are included when calculating any further refund; the same credits cannot be refunded twice.
Failed, pending or undelivered generations
A confirmed generation failure releases its reserved credits so you can use them again. Releasing credits is not a refund to your card. You may request a money refund for the corresponding unused purchased credits under the rules above.
If a task is stuck or its outcome is uncertain, contact us with its task ID. We investigate before deciding whether it completed and before refunding credits reserved for that task. We do not automatically submit another paid generation or ask you to pay again to resolve it. If we cannot deliver a purchased generation, we will offer release of the affected credits or a refund of their corresponding purchase value. The 14-day request limit does not exclude a verified service failure or billing error.
Video quality and download problems
Please report corrupt or unplayable files, missing promised audio, or a material technical defect that prevents the promised use. We investigate the actual delivered result and offer a repair or an appropriate refund when the service has failed; a backend “completed” status alone does not establish successful delivery.
AI appearance, movement and identity preservation can vary. A successfully delivered, usable video is normally not refundable solely because of a subjective preference about its appearance. This does not exclude material technical defects or your statutory rights.
Download your videos within the stated 7-day availability period. We do not promise indefinite storage. Expiry after that period alone is normally not grounds for a refund, but we investigate any service issue that prevented access during the availability period.
Duplicate charges and missing credits
Contact us if you were actually charged twice or a confirmed payment did not add your credits. We will verify the transaction and either provide the missing credits or refund an erroneous charge. These corrections are not limited by the normal 14-day request window. A pending card authorization is not necessarily a completed charge.
How to request a refund
Email support@neondanceai.org with your purchase email, order ID or receipt, any relevant task ID, and a description of the issue. Never send your full card number, security code or account password. We normally send an initial reply within 2 business days; this is not a guaranteed resolution deadline.
We review requests manually. Approved refunds are returned to the original payment method. After a refund is issued, banks typically take 5–10 business days to display it; the exact timing depends on your payment provider. Credits corresponding to a completed refund are removed. We resolve pending tasks and existing refunds before calculating the remaining entitlement, so the same purchase is not compensated twice. You do not need to buy another pack to ask for help.
Your statutory rights
This policy does not limit mandatory consumer rights under applicable law, including rights relating to faulty services and any applicable withdrawal period. Our 14-day commercial policy does not replace those rights. We do not treat acceptance of general terms alone as a waiver of statutory withdrawal rights; any legally required express consent and acknowledgment must be obtained separately.
Read our Terms of service and Privacy policy.