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Refund Policy

Last updated: May 14, 2026

Overview

Guidesnap provides an AI-powered service where computational resources are consumed upon initiating guide generation. This policy exists to be transparent about when refunds are and are not available.

General Rule: Credits Are Non-Refundable

All purchased credits are strictly non-refundable. A credit is consumed at the moment processing begins, regardless of the final output. We encourage all new users to test the Service using their 3 free credits before purchasing.

The Only Exception: Verified Technical Failure on Our Side

A refund or credit restoration will be issued only if all of the following conditions are met:

  1. The failure was caused by a verified bug or outage on our infrastructure — not by video file quality, audio issues, or user error
  2. Your credit was deducted but no guide was produced and no processing was completed
  3. You submit a refund request within 7 days of the failed transaction
  4. This is your first refund request within a 30-day period

Examples of qualifying failures:

  • Server error (5xx) during processing with confirmed credit deduction
  • Guide generation pipeline crash verified in our logs
  • File upload succeeded but processing never started due to our system error

Examples that do NOT qualify:

  • Guide was generated but you are unsatisfied with the quality
  • Your video had poor audio, no narration, or was too short
  • Your video file was corrupt or in an unsupported format
  • You changed your mind after processing started
  • The guide did not match your expectations

How to Request a Refund

Email vanmurten.eth@gmail.com with:

  • Subject line: Refund Request — [your account email]
  • Date and time of the failed transaction
  • Description of the error you encountered
  • Any error messages or screenshots

We will investigate and respond within 3 business days. If the failure is confirmed on our side, we will restore your credit or issue a refund to your original payment method.

Chargebacks

Initiating a chargeback or payment dispute without first contacting us is a violation of our Terms of Service and will result in immediate account termination and forfeiture of all remaining credits. We take fraudulent chargebacks seriously and will provide all transaction evidence to our payment processor.

Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes take effect immediately upon posting.

Contact

vanmurten.eth@gmail.com