Refund Policy

Avatarli uses a credit-based system for video generation. Credits are purchased in one-time packs (referred to as Starter, Creator, or Studio packs, or such other names as may be listed on the pricing page) through Stripe, our payment processor. All purchases are processed in USD.

Credits are not a subscription, do not auto-renew, and do not expire while your account is active.

Credits may also be referred to as “tokens” in certain parts of the platform. They refer to the same usage-based balance.

The expected credit cost of each generation is displayed before you confirm a generation request. The cost is determined by your selected model, video duration, and generation settings. You are not charged for browsing presenters, writing scripts, or planning a video — only for confirmed generation requests.

Avatarli determines credit costs server-side. The displayed estimate is intended to accurately reflect the cost of your request. If you believe a cost was calculated incorrectly, contact support@avatarli.com.

Credits are reserved and deducted from your balance when you submit a generation request. This reservation occurs before the AI provider begins processing. This is necessary to prevent concurrent over-spending and to ensure resource allocation.

If a generation request cannot be initiated due to a validation error or system failure before any processing occurs, credits that were reserved will be returned to your account.

System-side failures

AI video generation depends on third-party AI providers and complex processing pipelines. Generation attempts may occasionally fail due to provider errors, timeouts, infrastructure issues, or other technical problems outside your control.

If a generation fails permanently due to a system or provider error before producing usable output, Avatarli will make reasonable efforts to automatically return the consumed credits to your account. Where automatic recovery is not possible, contact support@avatarli.com with your order details and we will review the situation.

Imperfect or unexpected outputs

AI-generated video may produce outputs that are imperfect, inconsistent, or different from what you expected. This is an inherent characteristic of generative AI technology. Outputs that are technically generated but do not meet your aesthetic or quality expectations are generally not eligible for credit recovery, as the service was delivered.

See our Terms of Service for a full description of AI output limitations and disclaimers.

Policy violations

If a generation request is declined or terminated due to a violation of our Acceptable Use Policy or Terms of Service, credits consumed for that request are not refunded.

AI video generation is a digital service. A generation is considered complete and delivered when a video is produced and made available for download in your account, regardless of whether you choose to download it.

Completed, delivered generations are generally treated as fulfilled digital services. Credits consumed for completed generations are generally not eligible for recovery unless you can demonstrate a clear system-side error, as described in Section 4.

Credit packs are one-time digital purchases. If you purchase a credit pack and choose not to use some or all of the credits, those credits remain in your account for future use.

Unused credits, cancellations, refunds, and consumer rights are handled in accordance with applicable law.

If you believe exceptional circumstances warrant a review of your unused credit balance, contact support@avatarli.com.

If you initiate a chargeback with your card issuer or payment provider for a charge you believe was unauthorized or erroneous, please contact us first at support@avatarli.com. We will make reasonable efforts to resolve legitimate billing disputes promptly.

Initiating a chargeback for a charge that was legitimate may result in suspension of your account pending investigation.

Nothing in this Refund Policy limits your rights under applicable mandatory consumer protection law. Depending on your jurisdiction and applicable law, you may have additional statutory rights regarding cancellations, refunds, or digital goods and services.

For statutory rights inquiries, contact legal@avatarli.com.

For billing and credit questions: support@avatarli.com

For legal or statutory refund inquiries: legal@avatarli.com