Refund Policy

Understanding Our Refund Policy

We believe in maintaining full transparency with our valued users. To help you make informed decisions, please note the following key aspects of our refund policy:

• Each generation task consumes significant computational resources from our backend systems.

• Once credits are issued to your account, CogVideo immediately pays our infrastructure partners for these computing costs.

Subscription Refund Guidelines

Due to the nature of our service, we generally cannot provide refunds for monthly or annual subscriptions. This is because:

• Credits are issued instantly upon subscription activation.

• Video generation consumes substantial GPU-based computational resources.

• We have already paid our technical suppliers at the moment your credits are issued.

We kindly ask for your understanding that once credits are allocated, refunds are generally not possible as the associated computing resources have already been consumed on your behalf.

Regarding Paid Plan Features

We continuously improve our premium features based on user feedback and new AI advancements. However, dissatisfaction with paid plan features cannot be considered for refunds, as:

• Advanced features in paid plans require higher computational power.

• User expectations may vary significantly.

• Most users report high satisfaction with our premium features.

We genuinely welcome your feedback to help us enhance the CogVideo experience for everyone.

Exceptions to Our Refund Policy

While we generally follow a no-refund policy, certain exceptional cases may qualify for a refund:

• **Extended Service Disruption:** If our platform experiences continuous downtime exceeding **5 consecutive days**, you may be eligible for a **50% partial refund** of your subscription.

• **Accidental Multiple Purchases:** If you accidentally purchased multiple subscriptions within one hour, we are happy to refund the additional transactions.

Service Stability and Maintenance

As AI video generation is still an evolving technology, our service may occasionally undergo scheduled maintenance or feature upgrades.

Please note that system updates or interruptions lasting **less than 5 days** are part of regular optimization efforts. We sincerely appreciate your patience and understanding as we continue improving CogVideo for you.

How to Request a Refund

If you believe your case falls under the exceptions above, please contact us with the following details:

• Your registered email address

• Your order or transaction ID

• Details of your situation (e.g., extended downtime dates or duplicate purchase timestamps)

• A short explanation of your request

Send your request to:

📧 **support@cogvideo.net**

Our Commitment to You

• We will review your request carefully within **5 business days**.

• Approved refunds will be processed to your original payment method.

• You will receive a confirmation email once your refund has been issued.

We're Here to Help

If you have any questions about this policy or need clarification, please feel free to reach out. Your satisfaction matters to us, and our team is here to ensure you have the best possible experience with CogVideo.

📩 **Email:** support@cogvideo.net

🌐 **Website:** https://cogvideo.net