1. Introduction
At Sdance AI, we are committed to providing high-quality AI video generation services through our independent platform and supported third-party models. This Refund Policy outlines the terms and conditions under which refunds may be granted for purchases made on our platform, including credit purchases, subscription plans, and API service fees.
Sdance AI is an independent service that provides a custom interface for third-party AI models. We are not affiliated with, endorsed by, or sponsored by model providers.
By making a purchase on Sdance AI, you agree to the terms set forth in this policy. We encourage you to read this policy carefully before making a purchase.
2. Credit Purchases
Our platform uses a credit-based system where credits are consumed when generating AI videos. The following policies apply to credit purchases:
2.1 Refundable Scenarios
- Unused Credits: If you have not used any purchased credits, you may request a full refund within 7 days of purchase
- Technical Failures: If credits were consumed due to technical errors on our platform (e.g., the video generation failed but credits were deducted), we will restore the credits to your account or issue a refund
- Billing Errors: If you were charged incorrectly due to a system error or payment processing mistake, we will issue a full correction or refund
- Unauthorized Charges: If charges were made without your authorization (subject to verification), we will issue a refund
2.2 Non-Refundable Scenarios
- Used Credits: Credits that have been consumed through successful video generation are non-refundable, as the AI processing resources have been utilized
- Dissatisfaction with AI Output: Since AI video generation results may vary and are influenced by input quality and prompts, we generally cannot offer refunds based on subjective dissatisfaction with the output quality. However, we encourage you to contact support for guidance on improving results
- Expired Credits: Credits that have expired according to their terms are not eligible for refund
- Promotional or Free Credits: Credits received through promotions, referral programs, or for free are non-refundable
3. Subscription Plans
For subscription-based plans, the following terms apply:
3.1 Cancellation
You may cancel your subscription at any time from Dashboard > Subscription by opening the billing portal. If you need help, contact support@sdanceai.com. Upon cancellation:
- Your subscription will remain active until the end of the current billing period
- You will continue to have access to subscription benefits until the period ends
- No further charges will be applied after the current billing cycle
- Unused subscription credits may expire at the end of the billing period, depending on plan terms
3.2 Subscription Refunds
- First-Time Subscribers: If you are subscribing for the first time and are unsatisfied, you may request a refund within 3 days of your initial subscription purchase:
- If you have not used any credits or services, you are eligible for a full refund
- If you have already used any included credits or services, the subscription purchase is not refundable
- Service Downtime: If our service experiences significant downtime (more than 24 continuous hours) during your billing period, you may be eligible for a prorated refund or account credit for the affected period
- Renewal Charges: If you forgot to cancel before an auto-renewal and have not used any of the renewed plan's credits, you may request a refund within 48 hours of the renewal charge
4. API Service Fees
For API service purchases:
- Unused API Credits: Refundable within 7 days of purchase if no API calls have been made
- Failed API Requests: If API requests fail due to our server errors (5xx errors), the consumed credits will be automatically restored to your account
- API Rate Limit Issues: Credits consumed due to rate limiting or system-imposed restrictions are generally not refundable, as these are part of normal service operations
- Integration Issues: Refunds for API service issues arising from incorrect integration or client-side errors are not available
5. How to Request a Refund
To request a refund, please contact us at support@sdanceai.com with the following information:
- Your account email address
- Transaction ID or payment reference number
- Date and amount of the purchase
- Detailed reason for the refund request
- Any supporting evidence (screenshots, error messages, failed generation IDs, etc.)
6. Refund Review Process
Once we receive your refund request, we will follow this process:
- Acknowledgment: We will acknowledge your refund request within 1 business day
- Response SLA: We will provide an initial response on your request within 3 business days
- Investigation: Our team will review your case, including account activity, usage logs, and technical data, and share progress updates by email
- Decision & Processing: If approved, the refund will be processed within 5-10 business days. The actual timing depends on your payment method and financial institution
7. Refund Methods
- Original Payment Method: Refunds are typically processed back to the original payment method (e.g., credit card, debit card, or other payment method used)
- Account Credit: In some cases, particularly for technical failures, we may offer account credit (additional credits) instead of a monetary refund. Account credits are issued immediately and may offer a greater value
- Partial Refunds: For partially consumed purchases, we may issue a prorated refund based on unused portions
8. Credit Restoration vs. Monetary Refund
In cases of technical failures during video generation, we generally prefer to restore credits to your account rather than issue monetary refunds, as this allows you to immediately retry the generation. Credit restoration is typically processed within 24 hours. If you prefer a monetary refund instead, please specify this in your request.
9. Dispute Resolution
9.1 Internal Review
If you disagree with our refund decision, you may request a review by contacting us at paidax@sdanceai.com. Please provide additional information or documentation that supports your case.
9.2 Chargebacks
We strongly encourage you to contact us directly before initiating a chargeback with your payment provider. We are committed to resolving issues fairly and promptly. Please note that filing a chargeback may result in the suspension of your account pending investigation, and may incur additional processing fees.
10. Special Circumstances
- Service Discontinuation: If we discontinue a service or feature that you have paid for, we will provide a prorated refund for the unused portion
- Legal Requirements: In jurisdictions where local consumer protection laws provide additional or mandatory refund rights, those laws take precedence over this policy
- Force Majeure: In case of events beyond our reasonable control (natural disasters, pandemic, etc.), we will work with affected users on a case-by-case basis
11. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or business practices. When we make significant changes, we will notify users via email or through our website. The updated policy will be effective immediately upon posting.
We encourage you to review this policy periodically to stay informed about our refund terms and conditions.
12. Contact Us
If you have any questions about this Refund Policy or need to request a refund, please contact us:
We are committed to providing fair and transparent refund services. Please allow us the opportunity to resolve any issues before seeking alternative remedies.