Scope
This policy covers two things that are easy to confuse: credit restoration when a generation fails, and purchase refunds for money paid for credits or plans.
Credit restoration for failed generations
A generation that is definitively rejected, fails or is cancelled returns its unexpired credits to your balance with their original expiry date. When the outcome is unknown — a dropped connection, a timeout, no clear result — we check the original request before restoring credits or accepting another submission. Credits that had already expired when the failure was confirmed are not restored. A completed generation uses up the credits shown at confirmation, even if you do not publish or download the result.
What counts as a confirmed failure
A task that is definitively rejected, fails or is cancelled qualifies. We do not treat a missing result as a failure until we have checked the original request, which is why credit restoration or a second submission can take longer than the generation itself.
What to include in a refund request
Send the order ID, purchase date, amount and account email, plus the task ID if a generation is involved. Without the order ID, we may need another exchange before the request can be reviewed.
Purchase refunds
If you were charged twice for the same purchase, or you want a refund for an unused credit pack, contact support@zoopfizz.com with the order ID, purchase date and amount. Do not send card numbers, one-time codes or passwords. Nothing in this policy limits statutory consumer rights that apply where you live.
Plans and cancellation
Monthly and yearly plans renew automatically until you cancel, and you can cancel renewal at any time in Billing. Plan credits expire at the end of the billing period, so cancelling stops future renewals rather than extending the current period's credits. Purchased credit packs do not expire. If a generation needs more credits than you have, the payment window opens without discarding your draft.
Template video packs
Template packs (one video for $7.99, three for $19.99, five for $29.99) follow the same rule: you can request a refund review for an unused pack with its order ID, and a confirmed failed generation does not use up the pack.
Processing and contact
Send refund questions to support@zoopfizz.com with the order ID, and include the task ID if the request involves a specific generation.
Storage and deletion
Completed videos stay in private storage for 30 days after saving, with an email reminder three days before removal; delayed reminders postpone deletion. Uploaded reference images become eligible for deletion seven days after upload when no active video uses them. Deleting your account removes stored files and unused credits, so download the work you want to keep.
Changes
We will reflect material changes to this policy on this page and in the Terms of service.
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