Refund Policy

At oVideo, customer satisfaction is our top priority. We want every user to feel confident when purchasing a subscription or credit package. This Refund Policy outlines the terms under which we offer refunds for purchases made through our platform at https://ovideo.io (the "Service"). All payments are processed securely through Paddle, our Merchant of Record.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all subscription plans and credit purchases. If you are not satisfied with the Service for any reason, you may request a full refund within 30 calendar days of your original purchase date — no questions asked.

This guarantee applies to:

• Monthly subscription plans
• Annual subscription plans (first payment only)
• One-time credit purchases

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

• Timeframe: The refund request must be submitted within 30 calendar days from the date of the original transaction.
• Account standing: Your account must not have been suspended or terminated due to a violation of our Terms of Service.
• No abuse: The refund policy must not be used in a fraudulent or abusive manner (e.g., repeated purchases and refund requests, bulk consumption of credits followed by a refund request).

3. How to Request a Refund

To request a refund, please contact our support team using one of the following methods:

• Email: Send your refund request to support@ovideo.io with the subject line "Refund Request"
• In-app support: Navigate to ovideo.io/support and submit a refund request

Please include the following information in your request:

• The email address associated with your oVideo account
• The date of the transaction
• The reason for the refund (optional, but helps us improve)

4. Refund Processing

Once we receive your refund request, we will process it as follows:

• Acknowledgment: We will acknowledge your request within 1 business day.
• Review: Your request will be reviewed within 2–3 business days.
• Refund issuance: Approved refunds are processed through Paddle and will be returned to your original payment method within 5–10 business days, depending on your bank or payment provider.

Refunds are issued in the original currency of the transaction. Exchange rate fluctuations may cause slight differences in the refunded amount when converted to your local currency.

5. Subscription Cancellation vs. Refund

Please note the distinction between canceling a subscription and requesting a refund:

• Cancellation: You may cancel your subscription at any time from your account settings at ovideo.io/billing. When you cancel, your subscription will remain active until the end of the current billing period. No further charges will be made. Cancellation alone does not trigger a refund.
• Refund: If you wish to receive a refund for a recent payment, you must explicitly request one as described in Section 3 above, in addition to canceling your subscription.

6. Partial Refunds

In certain cases, we may offer a partial refund at our discretion:

• Prorated refunds: For annual subscriptions where a significant portion of the subscription term remains unused, we may offer a prorated refund for the unused months.
• Service issues: If you experienced technical issues that prevented you from using the Service for an extended period, we may issue a partial refund or credit for the affected period.

7. Non-Refundable Situations

Refunds will generally not be issued in the following circumstances:

• Requests submitted more than 30 calendar days after the transaction date
• Accounts terminated due to violation of the Terms of Service
• Evidence of fraudulent or abusive use of the refund policy
• Chargebacks initiated through your bank or payment provider without first contacting us (we encourage you to reach out to us before disputing a charge)

8. Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback or dispute with their bank or credit card company. We are committed to resolving any issues promptly and fairly. Filing a chargeback without first contacting us may result in:

• Immediate suspension of your oVideo account
• Loss of any remaining credits or subscription benefits
• Inability to create a new account

9. Promotional Credits

If oVideo offers promotional or complimentary credits, these are provided at no cost and are therefore not eligible for refund. Only paid transactions may be refunded under this policy.

10. Paddle as Merchant of Record

All purchases on oVideo are processed by Paddle.com Market Limited, which acts as the Merchant of Record for all transactions. This means:

• Paddle handles payment processing, invoicing, sales tax, and VAT compliance on our behalf
• Your purchase receipt and invoice will be issued by Paddle
• Refunds are processed through Paddle's payment infrastructure
• For billing inquiries, you may also contact Paddle directly, though we recommend reaching out to us first for the fastest resolution

11. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email to active subscribers. Your continued use of the Service after changes are posted constitutes acceptance of the revised policy. The refund terms in effect at the time of your purchase will apply to that transaction.

12. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund, please do not hesitate to contact us:

Email: support@ovideo.io

Support page: ovideo.io/support

Website: https://ovideo.io

We aim to respond to all inquiries within 1 business day.