Refund Policy

Our policy for refunds, cancellations, and credit recovery

2026/01/07

Introduction

This Refund Policy explains how Wan 2.6 handles refunds for subscriptions, credit purchases, and failed generations.

General Principles

Credits as Usage Units

  • Credits are usage units for our service
  • Credits are NOT a form of currency
  • Credits have no cash value
  • Credits are non-transferable and non-exchangeable
  • Credits cannot be redeemed for cash

Fair Use

We aim to provide fair and transparent refund processes while preventing abuse of our services.

Automatic Credit Refunds

Generation Failures

Credits are automatically refunded when:

  • Video generation fails due to technical errors
  • Service unavailability prevents generation
  • Processing times out after maximum wait period
  • Server errors interrupt generation
  • Content filtering incorrectly blocks valid requests (upon appeal)

Refund Timeline: Immediate and automatic

What This Covers

  • Server downtime
  • Technical glitches
  • Processing failures
  • Invalid error responses
  • Service outages

What This Does NOT Cover

  • User-initiated cancellations after generation starts
  • Dissatisfaction with creative results
  • User error in prompt writing
  • Intentional policy violations
  • Content rightfully blocked by filters

Subscription Refunds

Monthly Subscriptions

  • Cancel anytime through billing dashboard
  • Access continues until end of billing period
  • No pro-rated refunds for partial months
  • Unused credits expire at subscription end
  • Credits from cancelled subscriptions are non-refundable

Annual Subscriptions

  • 14-day money-back guarantee from purchase date
  • Must have used less than 10% of annual credit allocation
  • Refund issued to original payment method
  • Processing time: 5-10 business days
  • After 14 days: No refunds, but cancellation allowed

Subscription Changes

  • Upgrading: Immediate access, pro-rated billing
  • Downgrading: Takes effect next billing cycle
  • No refunds for downgrades
  • Credit balances adjusted accordingly

Credit Package Refunds

Before Use

  • Full refund if NO credits have been used
  • Request within 48 hours of purchase
  • Contact support@hushgen.com
  • Refund processed within 5-10 business days

After Use

  • No refunds once credits are used for successful generation
  • Unused credits remain valid per expiration policy
  • Exceptions only for technical issues

Credit Expiration

Free users:

  • Register gift credits: Valid for 90 days
  • Purchased credits: Valid for 365 days

Premium users:

  • Subscription credits: Valid for 30 days (monthly) or 365 days (annual)
  • Purchased additional credits: Valid for 365 days

Expired credits are non-refundable

Chargeback Policy

Before Filing a Chargeback

Please contact us first at support@hushgen.com

We resolve most issues within 48 hours through:

  • Credit refunds
  • Subscription adjustments
  • Technical support
  • Account reviews

After Filing a Chargeback

  • Immediate account suspension during investigation
  • All generated content access revoked
  • If chargeback is valid: Full refund, account closed
  • If chargeback is fraudulent: Permanent ban, legal action

Consequences of Fraudulent Chargebacks

  • Permanent account termination
  • Blacklist from future service use
  • Report to fraud prevention services
  • Potential legal action for damages

Special Circumstances

Service Outages

If our service is unavailable for more than 24 consecutive hours:

  • Pro-rated credit refund or extension
  • Additional compensation credits
  • Automatic notification to affected users

Data Loss

If we lose your generated content before storage period expires:

  • Full credit refund for affected generations
  • Compensation credits (equal to refund amount)
  • Priority processing for regeneration

Account Bans

If your account is banned for policy violations:

  • No refunds for subscriptions or credits
  • Immediate termination of access
  • No credit recovery

Exceptional Cases

We may provide discretionary refunds for:

  • Documented technical issues beyond automated detection
  • Unusual circumstances with significant impact
  • Long-term loyal customers facing hardship

Contact support@hushgen.com with detailed explanation.

Refund Request Process

Step 1: Contact Support

Email support@hushgen.com with:

  • Your account email
  • Order/transaction ID
  • Detailed description of issue
  • Screenshots or evidence (if applicable)

Step 2: Review

Our team reviews within:

  • Technical issues: 24 hours
  • Subscription refunds: 48 hours
  • Credit package refunds: 48 hours
  • Complex cases: Up to 5 business days

Step 3: Resolution

Possible outcomes:

  • Approved: Refund processed, confirmation sent
  • Partial: Alternative compensation offered
  • Denied: Detailed explanation provided
  • Appeal: Further review requested

Step 4: Processing

Refund timelines:

  • Credits: Immediate restoration
  • Payment method refund: 5-10 business days
  • Bank processing: Additional 3-5 business days (varies by bank)

Non-Refundable Items

The following are never refundable:

  • Successfully generated content (non-technical issues)
  • Credits used for valid generations
  • Expired credits
  • Promotional or bonus credits
  • Account upgrades after 14-day period
  • Services used in violation of terms
  • Third-party fees (payment processor charges)

Fair Use and Abuse Prevention

We reserve the right to deny refunds if we detect:

  • Repeated refund requests suggesting abuse
  • Using service then requesting refund (exploitation)
  • Violating terms of service
  • Fraudulent activity
  • Chargeback abuse

Accounts showing refund abuse patterns will be:

  1. Warned and monitored
  2. Limited in refund eligibility
  3. Terminated if abuse continues

Changes to This Policy

We may update this Refund Policy at any time. Changes will:

  • Be posted on this page
  • Take effect immediately for new purchases
  • Not affect existing subscriptions retroactively

Dispute Resolution

If you disagree with a refund decision:

  1. Reply to the support email with additional information
  2. Request escalation to senior support
  3. Allow 5 business days for escalated review
  4. Final decision will be provided in writing

For unresolved disputes, see our Terms of Service for arbitration procedures.

Contact Information

Refund requests and questions:

Last Updated: January 7, 2026