Payments, Refunds & Cancellation Policy (ProbFace AI)
Clear rules for creators who value stable results and fair compute usage.
This page applies to ProbFace AI subscription plans and any usage-based services on this website (collectively, the “Subscription Service”).
By purchasing or renewing any Subscription Service on ProbFace AI (the “Website”, “we”), you acknowledge that you have read and accepted this policy.
1) What kind of service is ProbFace AI?
ProbFace AI is a cloud-based AI video probface platform. What you buy here is not “offline software”, but:
- Access to our cloud compute (minutes / tasks, depending on the plan);
- Access to templates, custom uploads, face history and other pro features;
- Continued availability of model updates and service support during your subscription period.
This also means:
- Once a task starts running, we have already reserved and consumed real cloud compute costs;
- Refund decisions must consider whether the service was actually used and whether the issue is on our side, rather than a simple change of mind.
2) Payments & subscription renewal
2.1 Payment methods
The Website mainly supports:
- International credit/debit cards (e.g. Visa / Mastercard);
- Third‑party payment options (when available, they are shown on the checkout page).
New payment methods may be added over time and will be displayed directly at checkout.
2.2 Subscription types & trial
Based on our current pricing structure (final details are always shown at checkout), you may purchase:
- 3‑day free trial: full feature access. After the trial ends, it will automatically renew into the Basic plan unless you cancel before renewal;
- Basic / Premium plans (monthly or annual): fixed monthly/annual probface minutes and feature access;
- Other promotional or custom plans, clearly described on the purchase page.
All pricing, duration and included features are determined by what is shown on the checkout page at the time of payment.
2.3 Auto‑renewal
- Subscriptions typically renew automatically for the next billing cycle;
- You can view and manage your subscription in Account / Subscription, and cancel auto‑renewal before the next charge date;
- Once a new cycle is successfully charged and becomes active, that billing period is considered started.
3) How we handle refunds
3.1 Refundable cases (you can apply)
You may request a refund if:
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A severe technical issue is clearly our fault
- Example: with a stable network and compliant materials, tasks repeatedly fail or the platform is unavailable for a prolonged time;
- And we still cannot restore core functionality within 24 hours after receiving your report.
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Recently subscribed but completely unused
- Within 7 days after the latest subscription/renewal, you have not initiated any valid tasks (no compute consumption and no generated results);
- In such cases, you may be eligible for a full refund or a refund minus a 5% handling fee, depending on payment channel costs and exchange rates. We will explain the final decision by email.
-
Other refundable situations required by applicable laws/regulations.
Note: we may review usage logs (task count, minutes consumed, generation records) to verify whether a request meets the “unused” or “severe technical issue” standard.
3.2 Generally non‑refundable cases
To keep policies fair and the service sustainable, refunds are generally not provided when:
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Compute or tasks have been materially used
- You already generated a probface video, batch tasks, or any compute‑heavy results;
- Whether or not you downloaded the output, the cloud compute cost has already occurred.
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Purely subjective reasons
- Such as “I don’t like the result”, “I don’t need it anymore”, or “impulse purchase”;
- Or expectations outside our product scope (e.g., wanting an offline app or unrelated AI capabilities).
-
Account/device/network issues on the user side
- Password leakage, malware, unstable personal network, etc., not caused by the platform;
- Use of unofficial clients/scripts, abusive requests, or actions that lead to restrictions or bans.
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Policy violations or suspected misuse
- Illegal, infringing, fraudulent, defamatory, adult or other high‑risk content;
- Triggering risk control or valid rights‑holder complaints. We may suspend service and deny refunds after verification.
In short: “It’s not fun anymore” is not a refund reason; we would rather help you improve results through guidance and product improvements.
4) Refund request process
If you believe you qualify under Section 3.1, please:
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Prepare information
- Account email;
- Order number or payment proof screenshot;
- Description of the issue (time, steps, error messages, expected outcome);
- For technical issues, screenshots or a short screen recording are helpful.
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Email us
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Review timeline
- We usually complete review within 3–5 business days;
- If more details are needed, we will ask by email;
- Once approved, refunds are initiated to the original payment method. Settlement time depends on your bank/payment provider, typically 3–15 business days.
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One full refund review per order
- If denied, we will explain the main reason and may propose alternatives (technical support, credits compensation, etc.).
5) Cancelling auto‑renewal & subscription expiration
- You can cancel auto‑renewal anytime from your account subscription settings;
- Cancelling auto‑renewal does not affect your access for the current billing period;
- After expiration without renewal:
- Your account returns to free/non‑subscribed status;
- Access to certain advanced features/history may be limited (depending on product rules).
Cancelling auto‑renewal is not a refund request—it only prevents the next charge.
6) Invoices & billing proof
If you need an invoice or billing proof, email [email protected] after payment and include:
- Order ID, payment time and amount;
- Invoice details (company name, tax ID, delivery info) if applicable.
After confirmation, we typically issue and send the document within 7 business days, subject to your region and applicable rules.
7) Updates & relationship to other terms
- This policy supplements our Terms of Service and Privacy Policy and forms part of the overall service agreement;
- We may update this policy due to model upgrades, billing changes, or compliance requirements;
- The updated version becomes effective when posted on this page. Continued use after updates means acceptance of the revised policy.
Questions, suggestions, or special cases (e.g., enterprise procurement) are welcome at [email protected]. We want to build ProbFace AI with creators who care about quality and long‑term creation.
Last updated: March 10, 2026
