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Refund Policy

Effective Date: noviembre 7, 2025

Thank you for using the AI services provided by longcat. We hope you are satisfied with our services. However, if you wish to request a refund, please refer to the terms below for submitting your request.

1. Refund Eligibility

You may request a refund within 14 days of purchase for unused or partially used services.

  • If you have used more than 20% of the service resources (such as credits, quotas, etc.), the order is not eligible for a full refund.
  • Special purchases, including promotions, discounts, or bundle packages, may not be eligible for refunds. Please refer to the purchase page at the time of purchase for specific details.

2. Refund Process

  1. Please send a refund request to our customer support email, with the subject "Refund Request."
  2. The email should include the following information:
    • Your full name
    • Email associated with your account
    • Order number / Transaction ID
    • Purchase date
    • Reason for the refund request
  3. Customer support will review the request within 2 business days.
  4. If approved, the refund will be processed within 5–10 business days, depending on the payment method and the processing speed of the bank.

3. Refund Calculation Method

The refund amount will be calculated based on the proportion of unused credits to total credits in the package. For multiple duplicate purchases, the credit amount from the last purchased package will be used as the basis for calculation.

Example: If you purchased a package with 1,000 credits, used 200 credits, and have 800 unused credits remaining, the refund amount will be calculated as follows:

Refund Formula:

Refund Amount = Amount Paid × (Unused Credits / Total Credits)

4. Non-Refundable Scenarios

Refund requests will not be honored in the following situations:

  • If more than 20% of service resources have been used
  • Orders placed more than 14 days ago
  • Products purchased through promotions, discounts, or other special offers (unless explicitly stated as refundable on the purchase page)
  • Refund requests due to violation of service terms or abuse of platform services
  • Frequent refund requests from the same user, deemed abnormal by the platform

5. Rights to Refuse or Partially Refuse Refunds

We reserve the right to refuse or partially refuse a refund request in the following situations:

  • Suspected abuse or fraudulent activity
  • Violations of the platform's service terms
  • Multiple refund requests from the same user across multiple orders

If a refund request is denied, customer support will notify you in writing with the specific reason.

6. Policy Changes

This refund policy may be updated periodically. If there are significant changes, we will post an update notice in a prominent location on our website. The updated policy will take effect immediately upon publication.

7. Contact Information

If you have any questions about the refund policy or wish to request a refund, please email us at: support@longcat-video.net

Last updated: noviembre 7, 2025