Refund Policy

LongCat-Video operates on a prepaid credit system for AI video, image, and avatar generation. Unless an exception in this policy applies, all credit purchases are final and non-refundable.

Credits do not expire while your account remains in good standing, as described in our Terms of Service. Credits are consumed when you run a generation task; once used, they cannot be restored or exchanged for cash.

We review refund requests on a case-by-case basis only for verifiable issues, such as:

- A confirmed technical failure where paid credits were not added to your account

- Duplicate charges or billing errors attributable to our payment system

- Unauthorized charges reported promptly with reasonable supporting documentation

You must contact us within 14 days of the transaction. Approval is at our sole discretion and does not create an obligation to approve similar requests in the future.

Refunds will not be issued—including for any unused credits remaining on your account—in the following situations:

- Credits have been used, even partially, for any generation task

- You are dissatisfied with AI output quality, style, accuracy, or other subjective results (see AI Model Limitations in our Terms of Service)

- The purchase was made under a promotion, discount, or bundle unless the offer page explicitly states otherwise

- Your account was suspended or terminated for violating our Terms of Service, including our NSFW and Adult Content Prohibition (unused credits may be forfeited without refund)

- Fraud, abuse, or repeated or abnormal refund requests are suspected

- A payment chargeback is filed without first contacting support to resolve the issue

Email support@longcatai.net with the subject line "Refund Request" and include:

- Your full name and the email address linked to your account

- Order number or transaction ID

- Purchase date and amount paid

- A clear description of the issue and any relevant screenshots or receipts

Our support team typically responds within 2 business days. If approved, refunds are processed within 5–10 business days to your original payment method. Actual posting times may vary depending on your bank or payment provider.

In exceptional circumstances, we may approve a partial refund based only on unused credits from the affected purchase. We reserve the right to deny or partially deny any request.

Filing a chargeback without first contacting us may result in immediate account suspension and forfeiture of remaining credits.

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated effective date. Continued purchases or use of the service after changes constitutes acceptance of the updated policy.

If you have questions about billing, credits, or this Refund Policy, contact us at support@longcatai.net.