Refund Policy

This Refund Policy applies to credit packs bought on PennyVid (pennyvid.com), operated by Suzhou Maifangbao Tech Ltd.. It is part of our Terms of Service. Payments are processed by our Merchant of Record, Creem (creem.io), which issues every refund.

1. Unused purchases: full refund

If none of the credits from a purchase have been used, you can get a full refund of that purchase. Each purchase is assessed on its own. Request it any time before the credits expire (365 days after purchase):

• Self-service: sign in, open the avatar menu, choose Purchases & refunds and click Request refund next to the purchase. Eligible refunds are issued immediately; or
• By email: write to support@pennyvid.com from the email address on your account.

When you spend credits, those expiring soonest are used first, so a newer purchase normally stays untouched until older credits are used up.

2. Used purchases: no refund, except special circumstances

Once any credit from a purchase has been used — including for a script or a video that you later deleted — that purchase is not refundable. If you believe your situation is exceptional (for example a duplicate or unauthorized charge, or a technical fault on our side that kept you from using the Service), email support@pennyvid.com with your account email and the purchase date. We review these requests case by case and reply within 3 business days.

3. What is never refundable

• expired credits (purchased credits expire 365 days after purchase);
• free credits, including the sign-up bonus and referral credits, which have no cash value;
• credits removed because of a breach of our Terms or Acceptable Use Policy.

4. Failed generations

If a script or video fails to generate, the credits it used are returned to your balance automatically. This is a credit return, not a payment refund.

5. How refunds are paid

Refunds are made by Creem to your original payment method for the full amount you paid for that purchase, including taxes. They usually arrive within 5–10 business days, depending on your bank or card issuer. The refunded purchase’s credits are removed from your balance when the refund is issued.

6. Chargebacks

If something went wrong, please contact us first — we can usually help faster than a bank dispute. When a payment is charged back, its credits are removed, and we may suspend accounts involved in abusive chargebacks.

7. Your statutory rights

Credits are digital content supplied immediately. By using credits you ask us to start providing the Service right away and acknowledge that you lose any statutory right of withdrawal for what you have used; purchases whose credits are all unused remain refundable under section 1. Nothing in this policy limits rights you have under the consumer laws of your country.

8. Contact

Suzhou Maifangbao Tech Ltd.
Email: support@pennyvid.com