Refund Policy

This Refund Policy applies to purchases made on the Yihook platform. This Refund Policy explains our practices regarding refunds for credits purchased on the Yihook platform ("Service"). This policy supplements our Terms of Service.

1. Credit-Based System

Yihook operates on a prepaid credit system. Credits are purchased in advance and consumed when you use our AI generation features (video generation, image generation, HookReel, video enhancement, etc.). Credit consumption rates are displayed on the platform before each generation.

Available Credit Packages

Prices and packages are subject to change with reasonable notice to existing users.

2. General Refund Policy

Credits once purchased are generally non-refundable. When you purchase credits, you are buying a prepaid digital service. The credits are immediately available in your account and may be used at any time.

We do not offer refunds for:

• Unused credits remaining in your account
• Generated content that did not meet your expectations (the generation service was duly performed)
• Credits consumed during normal use of the Service
• Changes in your business needs or circumstances
• Failure to use credits before voluntarily closing your account

3. Exceptions

We may, at our sole discretion, issue a refund in the following limited circumstances:

3.1 Verified Technical Failures

If a technical failure on our end caused credits to be deducted without delivering the expected output (e.g., a generation task failed due to a server error and credits were not automatically refunded by the system), you may request a refund for the affected credits.

3.2 Duplicate Charges

If you were charged multiple times for the same credit purchase due to a payment processing error, we will refund the duplicate charge(s).

3.3 Unauthorized Transactions

If your account was compromised and unauthorized purchases were made, we will investigate and may issue a refund upon verification.

4. How to Request a Refund

To request a refund, please contact our support team:

• Email: support@yihook.ai
• Subject line: Include "Refund Request" and your account email

Please provide:

1. Your registered email address
2. Date of purchase
3. Transaction amount
4. Reason for refund request
5. Any relevant screenshots or error messages (if applicable)

Deadline

Refund requests must be submitted within 14 days of the original purchase date. Requests submitted after this period will not be considered.

5. Refund Processing

• We will review your refund request and respond within 5 business days
• Approved refunds will be processed within 5-10 business days of approval
• Refunds are issued to the original payment method used for the purchase
• Refund processing times may vary depending on your bank or card issuer
• You will receive an email confirmation when the refund has been processed

6. Partial Refunds

In certain cases, we may offer a partial refund (for example, if only some credits from a purchase were affected by a technical issue). The partial refund amount will be calculated proportionally based on the affected credits.

7. Account Termination

• Voluntary termination: If you choose to close your account, unused credits are non-refundable
• Termination by us: If we terminate your account for violation of our Terms of Service, unused credits are non-refundable
• Service discontinuation: If we discontinue the Service entirely, we will provide reasonable notice and may offer pro-rata refunds for unused purchased credits at our discretion

8. Payment Disputes

If you initiate a payment dispute (chargeback) through your bank or card issuer instead of contacting us first, please be aware that:

• Your account may be suspended pending resolution of the dispute
• We encourage you to contact us directly at support@yihook.ai before filing a dispute, as we can often resolve issues more quickly
• Fraudulent chargebacks may result in permanent account termination

9. Free / Promotional Credits

Complimentary credits provided upon registration or through promotions have no cash value and are not eligible for refunds under any circumstances. These credits cannot be transferred or exchanged.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be communicated to registered users via email or through the platform. Your continued use of the Service after such notification constitutes your acceptance of the updated policy.

11. Contact Us

For questions about this Refund Policy, please contact us at support@yihook.ai.

— Yihook