Refund Policy

1. Unused packs: 14 days

If you buy a credit pack and have not spent any of it, you can request a refund within 14 days of purchase. Email support@avatarsay.com from the address linked to your account, with the approximate purchase date and pack name.

Once approved, the refund is processed by Waffo, our Merchant of Record, back to the original payment method. Waffo confirms the timing, which depends on your bank or card issuer. The credits are removed from your balance when the refund is approved.

2. Partly used packs

Credits that have already been spent are not refundable. If you have spent part of a pack, contact us anyway — we will look at the account and explain what can and cannot be reversed. We do not offer partial refunds for used credits.

3. Failed generations

If an avatar or video fails on our side, we refund the credits automatically and record the refund in your credit history. The refund is visible in the Dashboard, usually immediately and no later than the next time the job is settled. You do not need to ask for it.

If a refund is missing after a failed job, email us with the time, the prompt or script summary, and the job link if you have one.

4. What is not refundable

• Credits already spent on a successful generation.
• Accounts closed for violating our Acceptable Use Policy or Terms of Service.
• Purchases older than 14 days, except where local law gives you a longer right.
• Dissatisfaction with a generated result where the job completed. You can generate again, and we are happy to suggest prompt changes.

5. Chargebacks and duplicates

Please contact us before starting a chargeback so we can fix the problem directly. A chargeback may suspend the account while the payment is investigated. If you were charged twice for the same pack, send us both receipt identifiers and we will arrange a refund for the duplicate through Waffo.

6. Your statutory rights

This policy does not limit any refund or cancellation right you have under the consumer law of your country. Where those rights are broader, they apply. Because credits are digital content delivered immediately, you may be asked to acknowledge that a purchase is final once it is used; unused packs remain covered by the 14-day window above.

Refund questions: support@avatarsay.com. We aim to reply within one business day.