You pay for videos with credits (see pricing). This page says when you get credits or money back.
A video that fails
If a video cannot be finished, or a render fails, the credits it took come back to your account automatically. You do not need to ask.
A fault on our side
If a finished video has a technical fault (it does not play, narration is missing, long stretches have no picture), write to contact@vidlore.ai within 30 days with the video’s link. We fix it, give the credits back, or refund the part you paid for it.
If we end your plan
If we stop offering Vidlore or your plan, or end your plan without you being at fault, we refund the unused part of the period you paid for.
What we do not refund
- Videos that work but are not what you hoped for: you can change them in the editor, and ask the AI there for other footage, narration or scenes.
- Credits you have used, and unused credits that expired.
- The rest of a period after you cancel: the plan runs until the end of the period you paid for and is not refunded part-way.
Your right to withdraw (EU consumers)
If you buy as a consumer in the EU, you can withdraw from a plan or a credit purchase within 14 days and get your money back in full, as long as you have not used any of its credits. At checkout we ask you to agree that Vidlore starts straight away; once you use credits, the right to withdraw ends for what you have used, and you get back the part you have not used.
Cancelling a plan
You can cancel any time in Settings. Renewal stops; you keep your plan and its credits until the end of the period you paid for.
How to ask
Write to contact@vidlore.ai from the e-mail address of your account. Please write to us before disputing a payment with your bank: we can usually sort it out faster. Money goes back the way you paid, usually within 10 days.