Refund Policy

Last updated: August 27, 2026

This Refund Policy explains how refunds and re-credits work on TVLEVEL — token purchases on tvlevel.com and subscriptions on our niche subdomains (for example, flowers.tvlevel.com). It forms part of our Terms of Service.

1. No Cash Refunds

Token purchases are final. We do not refund money for tokens — used or unused. Tokens have no cash value and cannot be exchanged for money.

Subscription payments are final in the same way. Cancelling your subscription stops future renewals; your plan stays active until the end of the period you have already paid for, and we do not refund or prorate the current period — monthly or yearly. Nothing in this policy limits any non-waivable rights you may have under the consumer laws of your country.

2. Re-Credits When a Generation Fails

We charge for a generation when you start it — tokens on tvlevel.com, a video from your allowance on a subscription. If a generation fails because of a problem on our side, we put back what it cost. This happens in two ways:

• Automatically — if our system detects that a generation failed, it returns the spent tokens or video to your balance.
• By support ticket — for failures our system did not automatically catch, email us and we will re-credit you after a quick check.

A generation qualifies for a re-credit when:

• no video was produced;
• the result is a black screen instead of a video; or
• characters in the video rendered without faces (their faces did not generate).

3. What Is Not Covered

Re-credits do not apply to the normal imperfections of AI video generation — for example, extra or missing fingers, warped details, minor artifacts, or a result that is simply not to your taste. These are limitations of the underlying AI video model (Seedance), which we do not control, and they are an expected part of how generative AI works today. If a result is not what you wanted, we recommend generating again.

4. How to Request a Re-Credit

Email support@tvlevel.com from the address on your account, and include enough detail to find the generation (such as the project name or the approximate time). We will review it and, if it qualifies under Section 2, return the tokens or video to your balance.

5. Chargebacks

If you think you were charged in error, please contact us first — we will sort it out quickly. Starting a chargeback or payment dispute without contacting us may result in your account being suspended.

6. Changes to This Policy

We may update this Refund Policy from time to time. Changes take effect when posted on this page, and we will update the date at the top.

7. Contact

Questions? Email support@tvlevel.com.