At AiSora, we aim to deliver excellent AI image & video services. This policy explains when and how refunds may be requested and processed for subscriptions and credit purchases.
You may request a refund within 7 days of the purchase date. This applies to subscriptions and one‑time credit packs. Requests after this window are not eligible.
Refunds may be granted when:
- Minimal Usage:
- Subscriptions: Less than 20% of the monthly issued credits have been used
- Credit packs: Less than 20% of purchased credits have been consumed
- Technical Issues: Platform failures preventing normal use for extended periods
- Service Interruptions: Unavailability exceeding 24 consecutive hours
- Fraud Detection Errors: Accounts incorrectly flagged by automated systems
- Billing Errors: Incorrect charges or duplicate transactions
We do not provide refunds for:
- Heavy Usage: More than 20% of issued or purchased credits consumed
- Policy Violations: Accounts suspended/terminated for violating our Terms of Service
- Content Quality Disputes: Subjective dissatisfaction with results
- Expired Requests: Requests after the 7‑day window
- Abuse: Malicious use, system manipulation, or attempts to bypass filters
- Completed Services: Credits fully used for successful generations
- Expired Credits: Credits expired under the applicable validity period
- Contact Support: Email support@ai-sora.org within 7 days of purchase
- Provide Details: Registered email, purchase info, and reason
- Review: We review within 3 business days
- Decision: We notify you by email
- Processing: Approved refunds are returned to the original payment method within 5–10 business days
Include:
- Account email address
- Purchase date
- Plan or product name
- Reason for the request
- Screenshots or documentation (if any)
For annual plans, refunds may be calculated on a pro‑rata basis for unused full months if:
- The request is made within 7 days of initial purchase, and
- Less than 20% of the first month's credits have been used
- Downgrades: Take effect at the end of the current billing period; no refunds of price differences
- Upgrades (same interval): Take effect and are charged at the end of the current billing period; no mid‑cycle charges or refunds
- Upgrade (monthly → annual): Charged immediately and takes effect immediately; first month's credits are issued immediately; previously issued credits are not revoked; no refunds
If we detect potentially fraudulent, illegal, or suspicious payments:
- We may proactively issue a refund without prior notice
- The related subscription or credits may be cancelled immediately
- Account access may be suspended pending investigation
- Refund Method: Approved refunds are processed to the original payment method
- Processing Time: Typically 5–10 business days, depending on your provider
- Currency: Issued in the same currency as the original transaction
- Fees: Third‑party payment processing fees are non‑refundable
In some cases, we may issue partial refunds or credit restoration:
- Service Disruptions: Proportional refunds for documented outages
- Technical Issues: Credit restoration for failed generations caused by system errors
- Account Issues: Compensation for credits lost due to platform problems
For questions or assistance:
- Email: support@ai-sora.org
- Response Time: We aim to reply within 24 hours
- Documentation: Keep records of your communications
If you disagree with a decision, you may:
- Request a review with additional information
- Escalate via customer support channels
- Seek resolution under our Terms of Service
We may modify this Refund Policy at any time. Material changes will be communicated via email notices and updates on this page. Continued use of the services after changes means you accept the updated terms.
This policy is governed by the laws of the United Kingdom, consistent with our Terms of Service and Privacy Policy.
For refund requests or questions, contact us at support@ai-sora.org or visit our contact page.
Last updated: September 14, 2025
