Refund Policy
We stand behind our AI restoration quality. If something goes wrong on our end, you are protected.
🛡️ Automatic Failure Refund
If your video processing fails due to a system crash, network interruption, or unrecoverable worker error, a refund is automatically initiated. You do not need to file a support ticket.
1. How Automatic Refunds Work
When our system detects a processing failure on a paid task, a refund is automatically initiated through the original payment method used at checkout. Refund timing depends on your payment provider:
- Card Payments: Refunds are issued to the original card. Funds typically appear within 5–10 business days, depending on your card issuer. The exact timeline is determined by your bank and Paddle — VidFixr cannot accelerate this.
2. Manual Support & Escalation Window
The 15-second watermarked preview ensures you can evaluate enhancement quality before paying. However, if the full rendered video contains significant artifacts not visible in the preview, you may request a manual review:
- 7-Day Escalation Window: Email support@vidfixr.com within 7 days of delivery with your task ID and a description of the issue.
- Review & Response: VidFixr support will review your task logs and respond within 2 business days. Approved refunds follow the same timeline as automatic refunds above.
3. Refund Requests Through Paddle
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders and handles payment, billing, and refund requests. You can request a refund or get help with a payment at Paddle.net or through the support link in your Paddle receipt. Paddle reviews refund requests under the Paddle Refund Policy.
The 7-day window above is VidFixr's support review for processing quality issues. This 7-day window does not limit any refund available under the Paddle Refund Policy or your statutory consumer rights.
4. Non-Refundable Scenarios
Except where a refund is available under the Paddle Refund Policy or your statutory consumer rights, VidFixr does not grant refunds for:
- Videos that were fully rendered and downloaded, where the output quality matched what was shown in the approved 15-second preview.
- Tasks deleted by the user before processing completed.
- Dissatisfaction with AI enhancement results on source material that was severely corrupted, intentionally degraded, or outside the capabilities described in our service terms.
5. Consumer Rights
This policy does not limit any consumer refund rights you may have under applicable law in your jurisdiction. If you believe you are entitled to a refund under local consumer protection regulations, please contact us at support@vidfixr.com and we will work with you and Paddle to resolve the matter, or contact Paddle directly at Paddle.net.