Refund Policy | ZombieDuo

Coverage and availability

This policy covers ZombieDuo one-time video credit packs: First Story ($6.90 USD / 100 credits), Story Collection ($17.90 USD / 300 credits) and Creator Pack ($49.90 USD / 1,000 credits). Each video uses 100 credits; purchased credits are valid for 365 days. There is no subscription or automatic renewal.

These are published launch plans. Video generation and payment setup are in development, and advance payments are not being collected. The purchase provisions in this policy apply when sales open and an order is accepted.

Unused credits: 14-day request window

Contact us within 14 calendar days of purchase to request a refund for unused purchased credits. An entirely unused pack is eligible for a full refund. If some credits have been used, the eligible unused portion is calculated as the pack price multiplied by the unused purchased credits divided by the original purchased credits. Applicable tax adjustments will be handled with the refund.

For example, a $17.90 pack includes 300 credits. If 100 credits have been used and 200 remain, the unused portion is $11.93 before applicable tax adjustments. Refunded credits are removed from the account. Promotional credits have no cash value.

Failed jobs and unsuccessful delivery

Technical generation failures and requests blocked before video delivery return the reserved credits. This is a credit return, not a card refund. A voluntary retry or new creative variation is a new generation and uses 100 credits.

If your payment is confirmed but purchased credits are not delivered, contact us with the receipt. We will investigate and either complete delivery or refund the affected purchase. If we cannot provide the paid service, we will refund its undelivered portion. These remedies are separate from the 14-day unused-credit policy.

Duplicate or unauthorized charges

Report a duplicate or suspected unauthorized charge as soon as possible. We will investigate the payment records and refund any confirmed duplicate or erroneous charge. If you suspect a compromised payment method, also contact its issuer promptly.

Generated results

AI results vary, and exact likeness or creative satisfaction is not guaranteed. Successfully delivered generations consume their credits. If a result is corrupt, missing or materially different from the specifications shown when you submitted the job, contact support with the job reference so we can assess a credit return, correction or refund as appropriate. This does not limit statutory remedies for a defective or misdescribed service.

How to request a refund

Email support@zombieduo.com with your account email, receipt or order identifier, purchase date, amount and reason. Add a job reference for delivery issues. Do not send a full card number, password or sensitive identity document by email.

We aim to acknowledge requests within two business days. Approved refunds are sent to the original payment method. The payment provider or bank may take approximately 5–10 business days to show the funds; timing can vary. We will notify you of the decision and any information needed to investigate.

Consumer rights and account closure

Mandatory consumer rights, including any applicable withdrawal or defective-service rights, take precedence over this policy. Any consent required to begin digital performance during a statutory withdrawal period will be requested at checkout. Closing an account is not a refund request; contact support first if a purchase is unresolved. A one-time pack has no recurring billing to cancel.

Questions

Can I get a full refund for an unused pack?

Yes, request it within 14 calendar days of purchase. Mandatory rights may provide additional remedies.

Can a partly used pack be refunded?

Within 14 days, unused purchased credits are eligible at their proportional pack value. Used credits for successfully delivered generations are excluded unless another remedy applies.

Does a failed generation cost credits?

No. Reserved credits are returned for technical failures and requests blocked before delivery.

Do the packs automatically renew?

No. Every published pack is a one-time purchase.

Where does a cash refund go?

To the original payment method after approval. Posting time depends on the payment provider and bank.

Does the policy cover another tool's charges?

No. Contact the merchant named on that tool's receipt under its own refund policy.