SceneWish Refund Policy

Payment refunds and credit returns

SceneWish, operated by 扬帆AI中国有限公司, handles two different situations: a return of credits charged for a failed video task, and a refund of money paid for a subscription or credit pack. Returning task credits does not refund a purchase. For questions, email support@scenewish.com.

Failed or canceled video tasks

When a task is confirmed as failed or canceled, its charged credits are returned through the task settlement process. No video result, provider failure and a completed video you simply dislike are different outcomes. A completed result does not automatically qualify for a credit return because its style or movement differs from an example.

A task may remain pending while the service checks whether the provider accepted it or is still processing it. An elapsed wait alone is not confirmation of failure. Check the task status and your credit records. If a confirmed failure has no corresponding return, contact support with the task ID. Avoid creating multiple new tasks while the first is unresolved.

Subscription and credit-pack refund requests

Cash refunds for subscriptions and one-time credit packs are reviewed case by case. There is no automatic money-back guarantee. We consider the order, payment status, credit fulfillment and use, the reported problem, and any mandatory rights under applicable law. Unused credits alone do not guarantee a refund; used credits or a completed generation do not override any rights the law gives you.

Contact us promptly about duplicate charges, a payment you did not authorize, credits not delivered after a confirmed payment, or a material service problem. Do not pay again solely because an order is pending. We may ask for information needed to verify the payment and your ownership of the account.

How to request a review

Email support@scenewish.com or open an account support ticket. Include:

• The email used for your SceneWish account.
• The order number from Payments, purchase date and payment method.
• The reason for the request and what outcome you are asking for.
• Relevant task IDs, error messages or a screenshot with sensitive information removed.

Do not send passwords, security codes or full payment-card details. We will review the request and communicate the outcome. Do not treat a submitted request as an approved refund.

Approved refunds

If approved, a money refund is processed through the payment provider to the original payment method where supported. Bank and provider processing times vary; support can help check the status, but we do not promise a fixed arrival time. The amount and any partial refund will be confirmed during the review.

Once the provider confirms a refund, the payment record is updated and the related unused credits are adjusted to reflect the refunded amount. A refund is not an additional credit award. Check Payments and Credits for the recorded outcome.

Cancellation and credit expiry

Cancel recurring subscriptions through Billing, then verify the status and effective date. Cancellation is separate from a refund request. A refund does not automatically cancel a subscription, and cancellation does not automatically refund a previous payment.

Subscription credits follow their purchase-period expiry; one-time packs currently expire after 365 days and do not auto-renew. Expiry is separate from a technical task failure. Review Pricing and purchase details before buying.

Your legal rights and policy updates

This policy does not limit mandatory consumer rights or remedies under applicable law. It should be read with the Terms of Service. The date above identifies the current version. For refund or cancellation questions, contact us.