Last Updated: December 19, 2025
Thank you for using Sora2s. We strive to provide the best service possible. This Return & Refund Policy explains our policies regarding refunds for credit purchases and service usage.
1. Credit Purchase Policy
When you purchase credits on Sora2s:
- Credits are delivered instantly to your account upon successful payment
- Credits are non-transferable and can only be used on your account
- Credits do not expire and remain valid for the lifetime of your account
- All credit purchases are final and non-refundable under normal circumstances
2. When Refunds Are Available
We will issue refunds in the following situations:
2.1. Duplicate Charges
If you were accidentally charged multiple times for the same purchase, we will refund the duplicate charges. You must report this within 7 days of the transaction.
2.2. Service Unavailability
If our service is unavailable for an extended period (more than 48 hours) after your purchase, you may request a refund for unused credits purchased during that time.
2.3. Technical Errors
If credits are deducted from your account due to a technical error on our end (e.g., server failure during processing), we will restore those credits to your account or issue a refund.
3. Non-Refundable Situations
We cannot issue refunds in the following cases:
- Change of Mind: If you simply change your mind after purchasing credits
- Unused Credits: Credits that remain unused in your account
- Used Credits: Credits that have already been spent on video processing
- Dissatisfaction with Results: If you are unhappy with the watermark removal results (we offer previews before finalizing)
- User Error: If you uploaded the wrong file or processed a video by mistake
- Account Violations: If your account is terminated due to violations of our Terms of Service
- Free Credits: Free credits provided as promotions or signup bonuses
4. How to Request a Refund
If you believe you qualify for a refund under this policy:
- Contact our support team at support@sora2s.app
- Include your transaction ID and purchase date
- Explain the reason for your refund request
- Provide any relevant screenshots or documentation
We will review your request within 3-5 business days and respond via email.
5. Refund Processing Time
- Once approved, refunds are processed within 5-10 business days
- Refunds are issued to the original payment method
- Depending on your bank or credit card company, it may take an additional 3-5 business days for the refund to appear in your account
- You will receive an email confirmation once the refund is processed
6. Chargebacks and Disputes
If you file a chargeback or payment dispute with your bank or credit card company:
- Your account will be immediately suspended pending investigation
- We encourage you to contact us directly before initiating a chargeback
- Chargebacks for legitimate transactions may result in permanent account termination
- If a chargeback is found to be fraudulent, we reserve the right to take legal action
7. Free Trial and Promotional Credits
Free credits provided through promotions, signup bonuses, or trial periods:
- Have no monetary value and cannot be refunded
- Cannot be transferred to another account
- May expire if specified in the promotional terms
- Are subject to fair use policies
8. Service Quality Guarantee
While we cannot offer refunds for unsatisfactory results, we are committed to service quality:
- If a video fails to process due to our system error, credits will be automatically refunded
- We continuously improve our AI algorithms for better watermark removal
- You can preview processing results before downloading in most cases
- Our support team is available to help troubleshoot any issues
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. Your continued use of the Service after any changes constitutes acceptance of the new policy.
10. Contact Us
If you have any questions about this Refund Policy or need to request a refund, please contact us:
Email: support@sora2s.app