Refund Policy

Last updated: 2026-03-14

Introduction

This Refund Policy explains the refund terms for credit packages and subscription plans purchased on sorai-banana. By purchasing our services, you agree to this policy.

General Refund Policy

We want you to be satisfied with your purchase. However, due to the nature of our digital services, please note that:

  • All credit purchases are final and non-refundable once credits are added to your account
  • Unused credits expire according to the package terms and cannot be refunded
  • Refunds may be considered in specific circumstances outlined below

Credit Packages

Our credit-based system operates on the following principles:

Non-Refundable Nature

Once credits are purchased and added to your account, they cannot be exchanged for cash or refunded. This is because credits have no expiration date during their validity period and can be used at any time.

Credit Expiration

Credits expire according to the package terms (typically 30 days for standard packages).Expired credits cannot be refunded or reinstated.

Credit Usage

Credits are deducted when you generate videos or images. We cannot refund credits that have been used, even if the generation result does not meet your expectations.

Subscription Plans

For monthly and annual subscription plans:

Cancellation

You can cancel your subscription at any time. After cancellation, you will continue to have access to your plan until the end of the current billing period.

Refund for Unused Period

We do not provide prorated refunds for unused portions of a subscription period. You will retain access until the end of the billing cycle.

Billing Cycle

Subscriptions are billed automatically at the start of each billing cycle. It is your responsibility to cancel before the next billing date if you wish to discontinue.

Refund Eligibility

Refunds may be considered in the following limited circumstances:

Technical Issues

If a technical error on our part prevents you from using credits you purchased, and we cannot resolve the issue, you may be eligible for a refund.

Billing Errors

If you were charged incorrectly or duplicate charges occurred, we will issue a full refund.

Request Timeframe

Refund requests must be made within 14 days of purchase for eligibility consideration.

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our support team at support@sorai-banana.com
  2. Provide your order number and the email address associated with your account
  3. Explain the reason for your refund request
  4. Our team will review your request within 5 business days

Refund Processing

Approved refunds will be processed as follows:

Review Process

All refund requests are reviewed on a case-by-case basis. We reserve the right to deny refund requests that do not meet our eligibility criteria.

Processing Time

Approved refunds are typically processed within 5-10 business days. The exact timing depends on your payment provider.

Refund Method

Refunds are issued to the original payment method used for the purchase.

Exceptions

Refunds will NOT be issued in the following cases:

  • Buyer's remorse or change of mind after credits have been added
  • Failure to use credits before they expire
  • Dissatisfaction with generated video/image quality (as AI generation results vary)
  • Account termination due to violation of our Terms of Service
  • Requests made more than 14 days after purchase

Consumer Rights

This policy does not affect your statutory rights. Depending on your location, you may have additional consumer protection rights that supersede this policy.

Policy Changes

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated revision date.

Contact Us

For questions about refunds, please contact us at:

support@sorai-banana.com