Refund Policy

Effective 2026-11-03.

Hello2027 AI (operated by CHEN LEI, individual developer, China). Payments are processed by Creem, our merchant of record.

• Failed videos: if a generation fails or times out, the credit is returned to your account automatically. You don't need to contact us.
• Unused packs: full refund within 14 days of purchase if no credits from the pack were used.
• Partly used packs: pro-rated refund of the unused credits within 14 days of purchase.
• Broken results: if a video is clearly broken (for example a corrupted file), email us within 7 days and we will re-run it or return the credit.
• Free sign-up credits have no cash value. No refunds for accounts suspended for breaking the Terms.

To request a refund, email djlen@qq.com from your account email and include your order ID if you have it. Approved refunds are issued by Creem to your original payment method, usually within 5–10 business days. You can also contact Creem support about your order.