Refund and plan change policy
1. Refund schedule
Refund eligibility depends on how much time has passed since your plan was activated (the moment you received your credentials). The day of activation counts as day 1. Refund percentages apply to the amount you paid for the plan.
| Time since activation | Refund | Condition |
|---|---|---|
| Within 24 hours (day 1) | 100% full refund | No conditions. If VEO Studio is not what you need or you simply do not like it, tell us and we refund in full. |
| After 24 hours, day 2 to day 5 | 50% refund | Half of the amount paid is refunded. The licence is deactivated once the refund is issued. |
| Day 6 to day 8 | 25% refund | A quarter of the amount paid is refunded. The licence is deactivated once the refund is issued. |
| After day 8 | No refund | No refund of any kind, for any reason. |
Every refund in this schedule is subject to section 2 below. Where section 2 applies, no refund is given at any stage, including within the first 24 hours.
2. No refund for third-party changes
If a third party that VEO Studio depends on changes its service, policy, pricing or models, no refund of any kind will be given, at any stage of the plan, under any circumstances.
VEO Studio runs on services we do not own or control, above all Google VEO, Google Labs and Gemini. Google can change, limit, re-price or remove any of these at any time without notice to us. Such changes are completely outside our hands and outside our access, and we cannot reverse them or compensate for them.
Example: on 23 September 2026 Google removed the lower-priority model for group members and the cost of the same generations rose about six times. This is one example only. Any similar change, including Google removing the lower-priority model altogether, a major change in Google’s pricing, new limits on accounts or regions, or the discontinuation of a model, is treated the same way: no refund, at any stage, in any case.
The following are also outside our control and never qualify for a refund:
- Changes, limits, outages or policy decisions of third-party services such as Google VEO, Google Labs, Gemini, Google Drive or Facebook.
- Your Google or Facebook account being restricted, rate-limited or suspended.
- Internet, proxy, antivirus or Windows problems on your PC.
- Generated videos or images not matching your expectations of quality or style.
- Not using the plan, or using less than you expected.
3. Unused time is not extended
A plan starts on the day it is activated and runs for its full period: 15 days for Studio Max and Unlimited, one month for Image Only. If you do not use the app for some or all of that time, the days are not added back and the plan is not extended. Asking for extra days because the tool was not used is not a valid request, whether it comes the next day or ten days later.
4. Changing from Studio Max to Unlimited
- If you have used more than 25% of your Studio Max quota (videos or images), converting to the Unlimited plan costs the Unlimited price plus 25%. After that payment the conversion is made.
- If you have used 25% or less of your Studio Max quota: [CONVERSION PRICE WHEN 25% OR LESS IS USED].
- Conversion is available only while the Studio Max plan is still valid.
5. How to request a refund or a plan change
- Message us on WhatsApp from the number you bought with, and include your licence email.
- Tell us the reason. If something in the app is not working, describe what happens and, if you can, send the error report from the app.
- We confirm eligibility against the schedule above and reply within [RESPONSE TIME].
- Approved refunds are sent to the payment method you used, within [REFUND PROCESSING TIME].
Once a refund is issued, the licence is deactivated.
6. API Engine is not part of any plan
The API Engine is not included in any VEO Studio plan. Studio Max, Unlimited, Image Only, Custom and the Omni Flash plans cover the VEO Studio desktop app only. The API Engine is a separate product. Any API access is agreed and priced separately on WhatsApp, and nothing in this policy or on the pricing page should be read as the API being part of a plan.
7. Contact
Questions about this policy: message us on WhatsApp. See also our Terms of Service and Privacy Policy.