Refund Policy

This Refund Policy applies to credit packages purchased on VIVID and forms part of our Terms of Service.

1. What you are buying

Credit packages are one-time purchases of digital content (prepaid credits) that are added to your account balance immediately after payment and can be spent on AI generations. There are no subscriptions and no automatic renewals.

2. EU / UK right of withdrawal

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you normally have a 14-day right to withdraw from an online purchase. For digital content that is supplied immediately, this right ends once supply begins, provided you have given your prior express consent to immediate supply and acknowledged that you thereby lose your right of withdrawal (Art. 16(m) of Directive 2011/83/EU; Reg. 37 of the UK Consumer Contracts Regulations 2013).

At checkout we ask for this consent and acknowledgement. Because credits are delivered to your account immediately after payment, by completing the purchase you lose the right of withdrawal. Your consent is recorded with your order, and the payment receipt from our payment provider (Creem or Waffo, acting as Merchant of Record) confirms the purchase.

This does not affect your statutory rights if the digital content is faulty or not as described.

3. When we refund

• Failed generations: if a generation fails or times out for technical reasons, the credits charged for it are automatically returned to your balance. You can see every charge and refund in your credit history.
• Unused packages: if you have not spent any credits from a package, you may request a refund within 14 days of purchase, even where the statutory right of withdrawal does not apply.
• Billing errors: duplicate charges, or being charged without receiving credits, are refunded in full.
• Service issues: if the Service was materially unavailable or not as described, we will offer a proportionate refund or credit.
• Our termination for convenience: if we close your account for reasons other than a breach of our Terms, we refund unused purchased credits.

4. When we do not refund

• Credits already spent on generations that completed successfully, including when you are unhappy with the creative result — AI outputs vary and we show the cost before each generation.
• Promotional, bonus or free credits.
• Accounts terminated for violation of our Terms or Acceptable Use Policy, to the extent permitted by law.

5. How to request a refund

Email billykinggym@126.comfrom your account email with the date of the purchase and the payment reference (from your Creem or Waffo receipt email), or use the "Report an issue" button on the site. We respond within 5 business days. Approved refunds are issued to the original payment method and the corresponding credits are removed from your balance; your bank may take up to 10 business days to show the refund.

Payments are processed by Creem or Waffo as Merchant of Record, so refunds are issued by that provider to your original payment method. You may also contact the provider's support directly about a charge; when a purchase is refunded through the provider, the credits from that purchase (or a proportional share for a partial refund) are automatically removed from your balance, to the extent they have not already been spent.

Please contact us before opening a chargeback or payment dispute — we can usually resolve problems faster, and disputed purchases may lead to account suspension while the dispute is pending.