Refund Policy — Shimio

Failed generations: credits are returned

When a generation is confirmed failed, the credits charged for it are returned to your balance once. This includes a safety rejection returned by the generation service as a failed task. Returned credits remain subject to their original source and expiry rules; a returned subscription credit does not become a permanent credit.

A connection timeout can leave a task pending or uncertain. We check its status before returning credits, so the same task is not both delivered and credited back. Contact us with the task reference if it remains unresolved. A completed video is not a technical failure solely because its style, likeness, motion or audio differs from your expectations.

Unused credit packs: 14 days

You may request a full refund within 14 days of buying a Starter, Growth or Pro one-time credit pack if none of that purchase's credits have been used. Email us from your account address with the order reference. After any credits from the pack have been used, the pack is generally not refundable for a change of mind or dissatisfaction with an otherwise completed AI result.

Free and promotional credits have no cash refund value. A cash refund removes the associated purchased credit entitlement; it does not leave both the payment and the credits available to use.

Subscriptions: unused periods and cancellation

A full refund may be requested within 14 days of the current subscription payment if none of that paid period's credits have been used. This applies to the first payment and subsequent renewals. Partly used periods are generally not prorated or refundable for a change of mind.

To cancel future renewal, email support@shimio.net from your account address with your subscription reference and ask for confirmation. Cancellation stops the next renewal, while current-period credits retain their original expiry. Cancellation alone does not submit a cash-refund request. If you request a refund and also want future payments stopped, say so explicitly.

Billing errors and other problems

Contact us about duplicate or incorrect charges, non-delivery, unauthorized account activity or credits missing after payment. We review the payment, usage and relevant task records and correct confirmed errors. Content removed for a confirmed policy violation is not automatically refundable; any remaining entitlement is assessed under the Terms, Acceptable Use Policy and applicable law.

These rules do not remove statutory cancellation, refund or other consumer rights that cannot lawfully be excluded.

How to request a cash refund

Email support@shimio.net. Include your account email, order reference, purchase date and reason. Do not send full card numbers, card security codes or passwords.

Our target is an initial response within 48 hours. We review eligibility and arrange approved refunds through Waffo Pancake to the original payment method. A confirmed approval and a completed bank credit are separate stages. Bank processing commonly takes 5–10 business days after the refund is issued, but the actual time depends on the payment provider and bank.

Generation-credit returns, subscription cancellation and cash refunds are separate actions. Contact support@shimio.net if you need help identifying the appropriate one.