Refund Policy

This page summarizes, in one place, the refund conditions for Gen2Video. It's part of our Terms and Conditions (section 6), repeated separately for clarity.

1. Consumed credits are not refundable

Credits are deducted from your account only for successfully completed generations. If a generation fails for technical reasons, no credits are deducted, and retrying is free; you never pay for something that wasn't delivered.

Once you've used even a single credit from a package or from a monthly subscription allocation, for at least one successful generation, that entire purchase becomes permanently non-refundable. The remaining unused balance is not refunded, and no partial refund is made under any circumstances. This is standard policy across AI generation platforms, due to the real costs we incur with AI infrastructure providers for each generation delivered.

2. A refund is possible ONLY if you haven't used the package at all

If you purchased credits (a one-time Starter package or a top-up) and haven't used them at all (zero generations, not even one), you can request a full refund within 14 calendar days of purchase by writing to contact@wally.media. From the moment of your first successful generation, this right ends permanently for that package.

3. Subscriptions (Creator, Pro)

You can cancel a subscription at any time, from your account. Cancelling stops future renewal, but doesn't refund the period already paid for and already active — your subscription stays functional until the end of the period you already paid for.

4. Legal basis

Under Romanian Emergency Ordinance no. 34/2014 (transposing EU Directive 2011/83/EU on consumer rights), art. 16 lit. m), the statutory 14-day withdrawal right for distance contracts does not apply to the supply of digital content not delivered on a tangible medium, when performance has begun with the consumer's prior express consent, and the consumer has acknowledged thereby losing their right of withdrawal. When purchasing credits on Gen2Video, you confirm this consent — performance (processing the generation) begins as soon as you request a generation.

5. How to request a refund

Write to us at contact@wally.media, with your account's email address and the reason for your request. We reply as quickly as possible, typically within a few business days.

6. Dispute resolution

If we can't reach an agreement, consumers in Romania can turn to the National Authority for Consumer Protection through the SAL (Alternative Dispute Resolution) procedure, or to the European Commission's ODR Platform.