Refund Policy

Last Updated: October 18, 2025 Effective Date: October 18, 2025

Overview

At Cozai Photo, we strive to provide exceptional AI-powered video and image generation services. We understand that sometimes things don't work out as expected, and we want to ensure you're satisfied with your purchase.

This Refund Policy outlines the conditions under which you may request a refund and the process for doing so. Please read this policy carefully before making a purchase.

1. Refund Eligibility

1.1 Subscription Refunds

You are eligible for a subscription refund ONLY if ALL of the following conditions are met:

✅ 3-Day Window: You request the refund within 3 days (72 hours) of the purchase or renewal date

✅ Credit Usage Limit: You have used 20 credits or fewer since the purchase or renewal

✅ Credits Used Definition: "Credits used" includes credits consumed from any source (subscription, one-time packs, or promotional credits)

✅ No Prior Refunds: You have not received a refund for the same subscription in the current or previous billing period

✅ Processing Fee: You agree to a processing fee deduction of $2.00 or 10% of the payment (whichever is greater)

Example:

• You purchased Premium Monthly ($29.90) on October 1
• You used 15 credits by October 3
• You request a refund on October 3
• ✅ Eligible: Refund = $29.90 - $2.00 (processing fee) = $27.90

Counter-Example:

• You purchased Basic Monthly ($15.90) on October 1
• You used 50 credits by October 2
• You request a refund on October 2
• ❌ Not Eligible: Exceeded 20 credit limit

1.2 One-Time Credit Packs

One-time credit packs (e.g., 300 Credits Pack, 700 Credits Pack) are NOT refundable under any circumstances.

Reasons:

• Credits are immediately delivered to your account upon purchase
• Digital goods are considered "delivered" once credits are added
• Credits can be used instantly, making refunds unfair to the service
• This policy is clearly stated at the time of purchase

No exceptions apply, even if you have not used any credits from the pack.

1.3 Annual Subscriptions

Annual subscriptions have an extended 30-day refund window with pro-rated calculations:

Within 30 Days of Purchase:

• Eligible for a pro-rated refund based on unused months
• Calculation: (Total Paid) - (Used Months' Value) - (Used Credits' Value) - (Processing Fee)
• Processing fee: $2.00 or 10% of refund amount (whichever is greater)

After 30 Days:

• No refunds available
• You may cancel to prevent future renewal, but no refund for current year

2. Exceptions (Technical Issues)

The 3-day and 20-credit limits DO NOT APPLY in the following cases, where full refunds are available:

2.1 Service Unavailability

• Service down for 48+ hours: If Cozai Photo is completely inaccessible for more than 48 consecutive hours
• Proof required: We will verify downtime through our monitoring systems

2.2 Billing Errors

• Duplicate charges: You were charged twice for the same purchase
• Incorrect amount: You were charged a different amount than displayed
• Unauthorized charges: Charges made without your authorization
• Proof required: Transaction records, bank statements

2.3 Non-Delivery of Credits

• Credits not granted: You paid for credits but they were not added to your account
• Verification: We will check our credit ledger system

2.4 Service Misrepresentation

• Significantly different from advertised: The service does not function as described on our website
• Must provide evidence: Screenshots, documentation of discrepancies

In these exceptional cases:

• Full refund without processing fee
• Credits forfeited (if applicable)
• Refund processed within 5-10 business days

3. Non-Refundable Situations

Refunds are NOT available in the following circumstances:

3.1 Change of Mind

• You simply decide you no longer want the service
• You found a competing service you prefer
• You realized you don't need AI generation

3.2 Usage Exceeded

• You used more than 20 credits during the 3-day window
• You consumed credits and then requested a refund (abuse prevention)

3.3 Quality Dissatisfaction

• You are unhappy with the quality of generated images or videos
• The AI output does not match your subjective expectations
• The generation style is not what you wanted

Note: AI-generated content quality varies based on prompts and model capabilities. We cannot refund based on subjective quality assessments.

3.4 Account Violations

• Your account was suspended or terminated for violating our Terms of Service
• You generated prohibited content (NSFW, illegal, IP-infringing)
• You engaged in fraudulent activity

3.5 Late Requests

• Refund requests made after the 3-day window (monthly subscriptions)
• Refund requests made after 30 days (annual subscriptions)

3.6 External Factors

• Issues with third-party AI providers (Google AI, OpenAI, Volcano Engine) beyond our control
• Your internet connection or device issues
• User error in operating the Service

3.7 One-Time Packs

• All one-time credit pack purchases (as stated in Section 1.2)

4. How to Request a Refund

If you believe you are eligible for a refund, follow these steps:

Step 1: Gather Information

Prepare the following details:

• Your account email address
• Order number or transaction ID (from confirmation email or Stripe/Creem receipt)
• Date of purchase
• Amount paid
• Current credit usage (check your account dashboard)
• Detailed reason for refund request
• Any supporting documentation (screenshots of errors, billing statements, etc.)

Step 2: Contact Support

Send an email to: contact@cozaiphoto.com

Subject Line: "Refund Request - [Your Order Number]"

Email Template:

Subject: Refund Request - [Order Number]

Account Email: [your.email@example.com]
Order Number: [e.g., CRM_ABC123XYZ]
Purchase Date: [e.g., October 15, 2025]
Amount Paid: [e.g., $19.99]
Plan Purchased: [e.g., Pro Monthly]
Credits Used: [e.g., 12 credits]
Reason for Refund: [Detailed explanation]

[Attach any supporting documents]

Step 3: Review Process

Our team will review your refund request:

1. Acknowledgment: We will acknowledge receipt of your request within 1-2 business days
2. Verification: We will verify purchase date, credit usage, and eligibility
3. Decision: You will receive a decision within 3-5 business days

Step 4: Refund Processing

If your refund is approved:

1. Confirmation Email: You will receive a confirmation with refund details
2. Subscription Cancellation: Your active subscription will be cancelled
3. Credit Adjustment: Remaining subscription credits granted under the refunded subscription will be removed (one-time pack credits are not affected)
4. Refund Issuance: Refund will be processed to your original payment method
5. Processing Time:
   • Provider processing: 3-5 business days (Stripe or Creem)
   • Bank/card processing: 5-10 business days (varies by financial institution)
   • Total time: 5-15 business days from approval

5. Refund Methods

5.1 Original Payment Method

Refunds are issued to the original payment method used for the purchase:

5.2 Alternative Options

In some cases, we may offer alternatives to monetary refunds:

• Account Credits: Equivalent value added to your account
• Plan Upgrade: Upgrade to a higher-tier plan
• Extended Subscription: Additional month(s) added to your subscription

Note: These alternatives are offered at our discretion and require your acceptance.

6. Subscription Cancellations (No Refund)

Cancelling your subscription is different from requesting a refund:

6.1 How Cancellation Works

To Cancel:

• Go to Account Settings → Billing → Cancel Subscription
• Or email contact@cozaiphoto.com with subject "Cancel Subscription"

Effect of Cancellation:

• Stops future billing and renewals
• Current subscription remains active until the end of the billing period
• No refund for the current period
• You retain access to paid features until period ends

6.2 When to Cancel vs. Request Refund

Cancel if:

• You're satisfied with the current period but don't want renewal
• You're outside the refund eligibility window

Request Refund if:

• You're within 3 days and used ≤20 credits
• Technical issues prevented service use

7. Refund Abuse Prevention

We take refund abuse seriously to ensure fair treatment of all users.

7.1 Pattern Detection

We monitor for abusive patterns, including:

• Subscribe-Use-Refund Cycle: Repeatedly subscribing, using credits, and requesting refunds
• Multiple Accounts: Creating multiple accounts to exploit refund policies
• Excessive Refund Requests: More than 3 refund requests within 12 months
• False Claims: Providing false information to obtain refunds

7.2 Consequences of Abuse

If we detect refund abuse:

1. Refund Denial: Current and future refund requests will be denied
2. Account Suspension: Your account may be temporarily or permanently suspended
3. Permanent Ban: We may permanently ban you from using Cozai Photo

7.3 Chargeback Disputes

If you file a chargeback with your bank/card issuer:

• We will dispute the chargeback with evidence of service delivery
• Your account will be immediately suspended
• If the chargeback is found to be fraudulent, your account will be permanently banned

Please contact us first before filing a chargeback. We are committed to resolving disputes fairly.

8. Dispute Resolution

If you disagree with our refund decision:

8.1 Internal Review

1. Request Escalation: Email contact@cozaiphoto.com with subject "Refund Dispute"
2. Provide Additional Evidence: Include any new information
3. Senior Review: A senior team member will review your case
4. Final Decision: You will receive a final decision within 5-7 business days

8.2 External Options

If you remain unsatisfied after internal review:

• File a dispute with Stripe or Creem
• Contact consumer protection agencies in your jurisdiction
• Pursue resolution through small claims court or arbitration (as outlined in Terms of Service)

9. Contact Information

For refund requests, questions, or disputes:

Cozai Photo Email: contact@cozaiphoto.com Subject Line: "Refund Request" Website: https://cozaiphoto.com/refund-policy Address: Sichuan Province, China

Response Times:

• Acknowledgment: 1-2 business days
• Decision: 3-5 business days

Quick Reference Guide

Note: "Credits used" includes credits consumed from any source (subscription, one-time packs, or promotional credits).

Exceptions (Full Refund, No Limits):

• Service down 48+ hours
• Billing errors
• Credits not delivered
• Service misrepresentation

Refund Process:

1. Email contact@cozaiphoto.com with order details
2. Wait 3-5 days for decision
3. If approved, wait 5-15 days for refund

We value your satisfaction and will work with you to resolve any legitimate issues. Thank you for choosing Cozai Photo!