Refund Policy

Credits are digital goods delivered to your account immediately after a successful purchase. Because delivery is immediate, credit packs and subscription charges are generally non-refundable once completed, except where required by law or described below.

When a generation fails, is canceled, or is blocked by a safety system, the credits charged for that generation are automatically returned to your credit balance. These returns are issued as credits, not cash refunds.

If you believe you were charged incorrectly or charged more than once for the same purchase, contact us within 14 days of the charge. After we verify the error or duplicate, we will refund the affected charge to the original payment method.

You may cancel a subscription at any time through the billing portal in your account. Cancellation stops future renewals and takes effect at the end of your current paid billing period. Canceling does not automatically refund a charge already processed.

To report a billing error or duplicate charge, email admin@virtualengine.ai within 14 days. Include the email on your account, the date and amount of the charge, and a brief description of the issue. Do not send full payment card details by email.