Refunds and cancellations

Cancelling a plan

Plans renew automatically until you cancel. You can cancel anytime from your account: choose “Manage plan and invoices” to open Waffo’s customer portal.

When you cancel, you won’t be charged again. You keep your plan and its credits until the end of the period you already paid for. Cancelling does not give you a refund for that period by itself; see below for when you can get one.

If a renewal payment fails, Waffo tries once more. If that also fails, the subscription is cancelled.

When you can get a refund

You can ask for a refund:

• within 14 days of a purchase, if you haven’t used any of the credits from it (this applies to plan payments, including renewals, and to credit packs);
• at any time if you were charged twice, or paid and your credits never arrived: we’ll fix the problem or refund you;
• in other cases, we may offer a full or partial refund at our discretion.

What happens to your credits

When a refund is issued, the remaining credits from that purchase are removed from your account. Credits you have already used aren’t taken back, but you can’t get a refund for used credits.

Failed videos

You don’t need to ask for anything when a video fails. If a generation fails, takes too long or is refused by our content checks, its credits go back to your account automatically.

How to ask for a refund

Email support@vivclip.com from the email address you used at checkout, or include it in your message, and tell us which purchase it’s about. We aim to reply within 2 business days.

Approved refunds are paid by Waffo to your original payment method. How long it takes to appear depends on your bank or card provider.

Accounts closed for breaking the rules

Where the law allows, we don’t refund credits or plans of accounts banned for breaking our Terms of service or Acceptable use policy.

Your rights under local law

This policy doesn’t affect any rights you have as a consumer under the laws of your country.