Refund Policy

Last updated: October 2, 2026

We want you to be happy with H3Max Video (h3maxvideo.net). This policy explains when refunds are available. All orders are processed by Creem, our Merchant of Record, and approved refunds are paid back through Creem.

1. Failed Generations — Automatic Credit Refund

If a video generation fails on our side (for example, a model or server error), the credits for that generation are returned to your account automatically. You do not need to contact us.

Generations that complete successfully but do not match your expectations are not refunded in credits, because the compute cost has already been incurred. Please review the prompt guide and try a lower resolution or shorter duration first.

2. Credit Packs (One-Time Purchases)

• Full refund if you request it within 7 days of purchase and none of the credits from that pack have been used.
• Partially used packs are generally not refundable. We may grant a partial refund for the unused credits if the Service did not work as described.

3. Subscriptions

• Full refund of the most recent charge (first payment or renewal) if you request it within 7 days of that charge and none of the credits from that billing period have been used.
• If you forgot to cancel and have not used the renewed credits, contact us within 7 days and we will refund the renewal.
• You can cancel at any time in Settings → Billing. Cancellation stops future renewals; you keep your credits until the end of the current billing period. Cancellation alone does not refund the current period.

4. Always Refunded

Regardless of the rules above, we refund in full:

• duplicate charges for the same order;
• charges you did not authorize (please also secure your account);
• purchases where credits were never delivered to your account due to a technical problem on our side.

5. Not Refundable

• Credits used for generations that completed successfully;
• expired credits;
• accounts suspended or terminated for violating our Terms of Service or Acceptable Use Policy.

6. EU/UK Consumers

H3Max Video provides digital content and services that start immediately. When you buy credits, you request that the service begins right away and acknowledge that your statutory right of withdrawal ends once you use the credits. Unused credits remain refundable within 14 days of purchase. Nothing in this policy limits your rights under mandatory consumer protection law.

7. How to Request a Refund

Email [email protected] from the email address of your account and include:

• the order number or receipt from Creem;
• the reason for your request.

We respond within 3 business days. Approved refunds are issued to your original payment method through Creem and usually appear within 5–10 business days, depending on your bank. Credits from a refunded purchase are removed from your account.

Please contact us before opening a chargeback with your bank — we can usually resolve the issue faster.

8. Contact

Email: [email protected]