Refund Policy

1. General principle

DALATHUB AI commits to refunding Credits for every job that fails due to a system / AI provider issue, not user input error. Refunds are processed automatically in most cases.

2. Auto-refund cases

• Job marked "Failed" in the My Files page — Credits returned immediately.
• Job stuck in "Processing" for more than 30 minutes with no provider response — cron auto-cancels and refunds.
• Receiving an error webhook from the AI provider (Google VEO, 302.AI, OpenAI…).
• Network errors interrupting result file download.

3. Manual review cases

Email [email protected] if:

• Job shows "Completed" but the result is wrong (broken file, all-black image, video won't play…).
• You were charged twice for the same job due to a UI bug.
• Top-up succeeded but Credits weren't added after 30 minutes.

Please include: job ID, screenshot, and time of issue. We reply within 1–2 business days.

4. Non-refundable cases

• Dissatisfaction caused by unclear prompts, low-quality uploads, or wrong model choice — these are not system errors.
• Policy violations (18+ content, weapons, child endangerment, impersonation…) — used Credits will not be refunded.
• Refund requests filed more than 90 days after the transaction.

5. Top-up refunds

We refund the original payment (back to bank / PayPal) only with valid grounds (accidental top-up, duplicate charge). Bank fees, if any, are deducted. Processing time: 5–10 business days.

6. Our rights

We reserve the right to deny refunds if we detect fraud, multi-account abuse of the refund policy, or violations of our terms of service.