VideoSynq Refund & Revision Policy

Summary

• Credits are charged when your finished video is delivered, not when you submit a request.
• If a video fails to render or has a technical fault, the credits are restored automatically.
• If a delivered video has a quality issue, you can request up to two free revisions within 7 days of delivery.
• Changes to your brief, script, tone, or style use credits as normal.
• Requests for content we cannot produce are rejected before processing and use no credits.

How Credits Are Charged

30 seconds of finished video equals 1 credit. Credits are consumed based on the duration of the finished output, not the length of any source material. For example, ten 30-second clips extracted from a long video produce 5 minutes of finished output and use 10 credits.

Credits are deducted when a finished video is delivered to your account. A request that fails before delivery does not consume credits, and any credits temporarily held for a request are released.

Failed or Faulty Videos

If a video fails to render, or is delivered with a technical fault caused by the Service, we will restore the affected credits to your account automatically. You do not need to submit a request. Technical faults include a corrupt or unplayable file, missing audio or video, and captions that do not appear where the Service was expected to add them.

If you believe credits were deducted for a failed video and have not been restored, contact us using the details below and we will investigate.

Revisions

If a delivered video has a quality issue, you may request up to two free revisions per video within 7 days of delivery. A quality issue means an error in the output relative to the content and instructions you submitted, such as:

• Script errors or text that does not match your source content.
• Mispronounced names or terms in the voiceover.
• Caption or subtitle errors.
• Media selections that clearly do not fit the content.
• Branding, such as logo or overlays, applied incorrectly.

A revision may be completed by editing the affected part of the video or by regenerating it, at our discretion. Revisions requested after 7 days, or beyond two per video, use credits as normal.

Because the Service uses artificial intelligence, outputs may vary between runs and may not match your personal preferences exactly. Variation in style, wording, or visuals is not, by itself, a defect.

Changes to Your Brief

If you want a different script, tone, presenter, voice, language, format, or set of media assets after a video has been delivered, this is a new request rather than a revision and uses credits as normal. This also applies where the original output matched the content and instructions you submitted.

Content We Cannot Process

We may reject requests that involve illegal, hateful, or deliberately misleading content, or material that you do not have the rights to use. Rejected requests are stopped before processing and do not use credits. You remain responsible for ensuring that you have the necessary rights and permissions for all Customer Content you submit, as described in our Privacy Policy and Terms of Service.

At a Glance

Non-Refundable Situations

Credits are not restored, and no refund is available, in the following situations:

• A video was delivered as requested but you changed your mind, or no longer need it.
• The output reflects the content, instructions, or settings you submitted, including errors in your source material.
• The video has been published, downloaded, or used commercially, and the issue is one of preference rather than a technical fault.
• The revision window has closed, or the free revisions for that video have already been used.
• Your request was rejected or your account was suspended because of a breach of our Terms of Service.

Plans and Additional Credits

Credits you purchase through a plan or as additional credits do not expire. Except where this Policy states otherwise or where applicable law requires, purchased credits are non-refundable once the purchase is complete. Where we restore credits under this Policy, they are returned to your account balance rather than refunded to your original payment method.

If a payment was charged in error, for example a duplicate charge or an amount that does not match the plan you selected, contact us and we will correct it. Nothing in this Policy limits any rights you have under applicable consumer protection law.

How to Request a Revision or Raise an Issue

To request a revision, report a failed video, or raise a billing concern, email us at contact@videosynq.com within the applicable time period and include:

• The email address associated with your account.
• The video title or ID and the date it was delivered.
• A clear description of the issue, with timestamps or screenshots where possible.

We will review your request and respond within a reasonable time. We may ask for additional information to investigate. Our decision on whether an issue qualifies for a free revision or restored credits will be made in good faith, based on this Policy.

Changes to This Policy

RB Innovate LLP may update this Refund & Revision Policy from time to time. We will notify you of significant changes by sending a notice to the primary email address associated with your account or by placing a prominent notice on the Site. The updated Policy will apply from its stated effective date and will not affect requests submitted before that date.

Governing Law

This Refund & Revision Policy is governed by the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.

Contact Us

If you have any questions about this Policy or need help with a video, please contact us: