Refund Policy
Our commitment to fair and transparent service
Last Updated: January 2026
Overview
At SoraX, we are committed to customer satisfaction. This Refund Policy explains how we handle refunds and credit-related issues for our AI video generation service.
Credit Purchases
All credit purchases are delivered instantly upon successful payment. Due to the digital nature of our service, purchases are generally considered final. However, we are committed to finding fair resolutions if you experience issues.
Automatic Credit Refunds
SoraX automatically refunds credits in the following situations:
Failed Video Generations
If a video generation fails due to technical errors (including upstream AI provider errors), your credits will be automatically refunded to your account within minutes.
Content Policy Rejections
If your generation is rejected due to content policy violations (such as uploading photorealistic human images), no credits will be charged.
System Errors
If credits are deducted but no video is produced due to system errors, the credits will be automatically restored.
Manual Refund Requests
For issues not covered by automatic refunds, you may request a manual review:
Technical Issues
If you experience persistent technical problems that prevent you from using the service, contact us within 30 days of purchase for evaluation.
Service Dissatisfaction
If you are unsatisfied with the service quality, please contact our support team. We will review your case and may offer additional credits, service extension, or other resolutions.
Billing Errors
If you were charged incorrectly or multiple times, please contact us immediately with your payment details for correction.
Non-Refundable Situations
The following situations are generally not eligible for refunds:
- Credits that have already been successfully used for video generation
- Requests made more than 30 days after purchase
- Account suspension due to Terms of Service violations
- Price changes or promotional differences after purchase
- Unused credits that have expired according to your plan terms
Subscription Cancellation
For subscription plans (Monthly or Yearly):
Cancel Anytime
You can cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing period.
Access Until End of Period
After cancellation, you retain full access to your plan benefits until the end of your current paid period.
Unused Credits
Unused credits remain in your account until they expire according to your plan terms or until the end of your subscription period.
Third-Party Service Limitations
SoraX uses third-party AI providers (including OpenAI Sora 2) for video generation. Please note:
- Failures caused by upstream AI provider errors will result in automatic credit refunds
- OpenAI Sora 2 prohibits generating videos from images containing photorealistic human faces — such attempts will be declined but not charged
- SoraX is not responsible for content policy restrictions imposed by third-party AI providers, but we ensure you are never charged for unsuccessful generations
How to Request a Refund
Provide Details
Include your order number, date of purchase, and any relevant screenshots or error messages.
Review Process
Our team will review your request within 2-3 business days and respond with a resolution.
Contact Us
If you have questions about this Refund Policy or need assistance, please contact us at [email protected].