Refund Policy

Introduction

We want you to be completely satisfied with Wan Animate. If you're not happy with your purchase, we offer a straightforward refund policy to ensure your peace of mind.

Eligibility for Refunds

To be eligible for a refund, your request must meet the following criteria:

Time Limit

• Refund requests must be submitted within 7 days of your original purchase date
• The 7-day period begins from the date your payment was processed

Usage Requirement

• Less than 5% of your purchased credits must have been used
• For example, if you purchased 100 credits, you must have used fewer than 5 credits to be eligible

Purchase Types

• Paid Credits: Eligible for refund if above criteria are met
• Free Credits: Not eligible for refund (as they are provided at no cost)
• Promotional Credits: May not be eligible for refund depending on promotion terms

Non-Refundable Situations

Refunds will not be provided in the following circumstances:

• More than 7 days have passed since purchase
• More than 5% of purchased credits have been used
• Account has been terminated for violation of Terms of Service
• Credits were obtained through promotional codes or special offers (unless otherwise specified)
• Technical issues on your end (device compatibility, internet connection, etc.)

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Our Support Team

   • Email us at [email protected]
   • Alternatively, you can submit a formal Refund Application

2. Provide Required Information

   • Your account email address
   • Order number or transaction ID
   • Purchase date
   • Detailed reason for the refund request
   • Current credit usage (we will verify this information)

3. Review Process

   • Our support team will review your request within 2-3 business days
   • We may request additional information if needed
   • You will receive an email confirmation of our decision

Processing Time

Once your refund request is approved:

• Review Time: 2-3 business days for initial review and approval
• Processing Time: 5-7 business days for refund to appear in your account
• Payment Method: Refunds are processed back to your original payment method
• Notification: You will receive email confirmation when the refund is processed

Partial Refunds

In certain circumstances, we may offer partial refunds:

• If you have used between 5-10% of your credits, we may offer a partial refund at our discretion
• Partial refunds will be calculated based on unused credits minus processing fees
• Each partial refund request is reviewed individually

Refund Limitations

Please note the following limitations:

• One Refund Per Account: Only one refund request per account per 12-month period
• Processing Fees: Small processing fees may be deducted from refunds
• Currency Fluctuations: Refunds are processed in the original currency; exchange rate differences may apply
• Third-Party Fees: Any fees charged by your payment provider are not refundable by us

Special Circumstances

Technical Issues

If you experience technical issues that prevent you from using our service:

• Contact support immediately for assistance
• We will work to resolve technical issues before processing refunds
• If we cannot resolve the issue within a reasonable time, a full refund may be provided

Billing Errors

For billing errors or duplicate charges:

• Contact support within 30 days of the charge
• Provide transaction details for quick resolution
• Billing errors are resolved regardless of typical refund timeframes

Policy Changes

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. We will notify users of significant changes via email or through our service notifications.

Appeals Process

If your refund request is denied and you believe this is an error:

1. Reply to the denial email with additional information
2. Provide any supporting documentation
3. Requests will be escalated to our management team
4. Final decisions will be communicated within 5 business days

Contact Information

For questions about this refund policy or to request a refund:

Email: [email protected] Subject Line: "Refund Request - [Your Order Number]" Response Time: Within 24 hours during business days

You can also submit a formal Refund Application for faster processing.

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Last updated: December 2024

By using Wan Animate, you acknowledge that you have read and understood this refund policy.