Videopogo Refund Policy

Packages covered by this policy

The homepage offers signed-in monthly and annual subscriptions and one-time credit packs. Subscriptions auto-renew at the chosen interval and issue credits monthly; unused monthly allocations expire. Annual plans bill the full annual amount up front. One-time packs (500/$9.90, 1,500/$24.90, 4,000/$59.90) last 365 days and do not renew. See pricing and Terms of Service for the current subscription prices and allocation rules. Prices exclude applicable taxes.

Hotel Lobby sells the same one-time video packs with or without sign-up. Current USD prices before tax are shown below. The selected currency, applicable tax and final total are shown before payment.

Each use includes one video at the purchased specifications, generated directly from two photos, valid for 365 days. Confirmed technical failures automatically restore the failed creation use, not cash. Cash refunds must be requested under this policy. No automatic renewal; no exchange with homepage credits. Existing orders retain their original price, specifications and number of uses.

Canceling a subscription stops future renewal, not the existing payment. Paid-year monthly allocations continue until the paid term ends unless that payment is refunded or reversed. A full annual-order refund withdraws its issued credits and cancels its remaining scheduled allocations. Refund eligibility is reviewed against all usage under that payment, not only the first monthly allocation.

Requesting a cash refund

If you bought a package and the entire package is unused, you may contact support@videopogo.com within 14 days of purchase to request a full refund. We review the payment, the package's usage and your request before confirming eligibility. Sending a request does not itself issue a refund.

Email from your payment email address when possible, and include:

• Your account/payment email and the Waffo order or receipt reference. Guest-order support does not require creating an account.
• Which purchase you want refunded, its date, and a short explanation of the request.
• Relevant error or duplicate-payment details, if applicable.

Do not send your password, full card number or security code. If payment was taken but credits, or Hotel creation entitlements, did not arrive, contact us so we can investigate the payment and purchase records first.

Used packages, expiry and partial refunds

Under the ordinary product policy, used or expired credits or Hotel entitlements are not automatically exchanged for cash. The 14-day unused-package request process does not create an automatic refund for a partially used package. Contact support about exceptional circumstances or rights that apply to your purchase.

The current payment workflow supports full-order refunds only. Partial refunds require separate manual review and billing reconciliation; they are not an automatic or self-service option. An approved cash refund withdraws the corresponding purchased credits or Hotel purchase rights and can revoke media access. Waffo processes the refund and applicable tax adjustments. Timing depends on Waffo, the payment method and the financial institution; we do not promise instant or automatically approved cash refunds.

Generation retry is different from a cash refund

A confirmed failed homepage generation restores the credits charged for that task under their original expiry. A confirmed failed Hotel video restores that creation entitlement. These are credit or entitlement returns, not cash refunds. Requests blocked before generation do not consume either.

An uncertain submission is not yet a confirmed failure and does not trigger a credit return while its outcome remains unknown. Check the existing task before retrying, and do not assume that closing the page cancels it. A result that is saving, or whose archive needs retrying, must be recovered through its existing status; recovering the existing archive does not charge for another generation, but starting another model generation is not a free storage retry.

Successful homepage generations consume credits; another result needs a new charge. A successful Hotel video consumes one creation entitlement; another complete video needs another creation. Historical order rewards and transactions keep their original records and are not converted into another billing system.

Payment handling and mandatory rights

Waffo processes payments and approved cash refunds for purchases made through its checkout. We handle product support and refund requests. Do not treat a checkout return page as proof of payment or refund completion.

This policy does not exclude any mandatory consumer rights, remedies for defective or undelivered services, or other rights that applicable law requires. Where those rights differ from our ordinary unused-package policy, those rights take priority. Contact support@videopogo.com so we can review your circumstances.