Refund Policy
Zombie Couple Video refunds: request within 24 hours for a completely unused pack. Using any credits makes the entire pack, including its balance, non-refundable.
Only completely unused credit packs are refundable within 24 hours of purchase. Once any credits from a pack have been used, the entire pack is non-refundable, including its remaining credits. Contact hello@zombie-couple-video.online with your account email and purchase reference.
How to request a refund
- Find the purchase reference, purchase time and email used for the order.
- Email the request within 24 hours of purchase and identify the completely unused pack concerned.
- Keep the purchase record while we check payment and credit usage. Do not send your card number or password.
The 24-hour period starts at purchase, not when you first generate or download a video. Requesting a refund is not an instant reversal of the payment. Payment-record and usage verification are required; this page does not promise a bank-processing time.
Credits already used
If you have used any credits from a pack, that whole pack is non-refundable, even when unused credits remain. A completed generation with an unwanted likeness or style does not restore eligibility. AI can change facial features, hands, framing or movement. Watch the template reference and review the photo requirements before spending credits.
Confirmed technical failure
If a task ends in a confirmed technical failure without a deliverable video, its 100 generation credits are returned once. This covers unrecoverable generation or export failure. A pending or uncertain request is checked before being declared failed; repeatedly generating can create separate paid tasks.
A credit return restores the balance used for generation. It does not automatically reverse the original card payment or restart the purchase refund window. If your balance appears wrong, include the task ID from My videos.
Wrong faces, missing sound or payment concerns
For a completed video, note the timestamp and describe the issue before deleting it. Use the troubleshooting guide for muted previews, role assignments and task recovery. For a suspected duplicate charge, contact the team with both purchase references so the payment records can be checked.
The pricing page explains what another generation costs. When the local-preview banner is shown, Stripe transactions are tests rather than real card purchases.