Refund Policy

This policy applies to purchases made directly from Vidsou, operated by Melhem Studios LLC. Nothing in it limits a refund, cancellation right or other remedy that applicable law requires. Questions: hello@vidsou.com.

1. Failed jobs and returned credits

Credits are returned to your account automatically when:

• a song job fails technically and produces no usable take (the full 1,000 song credits are returned);
• a video or ad render fails;
• another charged generation step fails without delivering its result;
• an AI provider's safety filter refuses your request (these are either not charged or the credits are returned);
• Motion is charged per shot and some shots cannot be brought to life and stay still: the Motion credits for those shots are returned.

Credit returns apply to the failed job or part. They do not reverse charges for separate parts that were delivered successfully. Returned credits keep the remaining validity of the credits they came from, with at least seven days after the return, and returned credits from a purchased pack never expire. If you think a credit return is missing, email hello@vidsou.com with the job or payment details. A credit return restores service credits; it is different from refunding a payment to your card. We provide a monetary refund where the law requires it.

2. Song takes

A song job gives you up to two alternative takes. One usable take counts as delivery even if the other take fails. If no usable take is produced, the credits for the song are returned automatically. A take that is silent, corrupt or materially incomplete is not treated as usable merely because a file was produced. Contact us if this happens. If the job produced no usable take, we return the full song credits. We may also offer an extra free retry, but this does not replace a credit return, monetary refund or other remedy you are entitled to. Each eligible song has one free “Try again”, which attempts up to two new takes; a free retry that fails is not charged. Later rounds cost 1,000 credits, and those credits are returned if the round fails; a song can have at most ten rounds. Instrumental mixes longer than five minutes are not eligible for the standard Try again. No separate backup re-record is offered.

3. Unused purchases

You may request a full refund within 14 calendar days after buying a credit pack or making your first subscription payment, as long as the credits from that purchase have not been used. Email hello@vidsou.com; we check your payment and credit history to confirm eligibility. To decide whether a purchase is unused, we look at that purchase's own credits: credits that expire soonest are used first, and a purchase counts as unused while all of its credits are still in your account. Refunds include the tax you paid on the refunded amount. Refunded credits are removed from your account, and a partial refund removes the matching share of the credits. This voluntary offer does not automatically apply to later subscription renewals. Any mandatory legal rights remain available.

Refund amounts are based on the amount you actually paid. Free, bonus and referral credits have no separate cash value. Discounted purchases, including yearly plans, follow the same refund conditions unless a different lawful condition was clearly shown before purchase. Nothing here limits mandatory remedies or a more favorable refund policy from the payment provider.

4. Cancelling a subscription

Ways to cancel: “Cancel subscription” or “Manage subscription” on the Credits page, which open the billing portal; “Cancel without a Vidsou password” on our cancel page, where our payment provider emails you a one-time link to the billing portal; or the Cancel by email button, which opens a ready-made email to hello@vidsou.com that you can send without filling in anything else (you can also write to hello@vidsou.com yourself). No reason, survey or call is needed. A cancellation is effective when we receive it and stops all future renewal charges; we confirm it within one business day, but that confirmation does not delay the cancellation. If a renewal is charged after we received your cancellation, we refund it in full, including tax. You keep your plan until the end of the period you already paid for; the current period is not refunded, except where this policy or the law says otherwise. You can also use “Cancel right here” on our cancel page: type your account’s email address, then enter the 6-digit code we email to that address, and your subscription stops renewing. The cancellation counts from the moment you asked for the code; the code only makes sure that the account holder is the one cancelling.

If your account is permanently closed before your paid subscription period ends, we refund the unused prepaid subscription time proportionately, including the corresponding tax paid. This is separate from any refund of unused purchased-pack value. Ordinary cancellation of renewal keeps your plan available through the paid period and does not, by itself, trigger this account-closure refund. Deleting your account yourself also counts as a permanent closure for this purpose.

If we suspend your account, your subscription stops renewing and you can still cancel, contact support, make privacy requests and claim paid value. If the suspension turns out to have been a mistake, we add the days you could not use to your plan or, if you prefer or are cancelling, refund them proportionately, including the corresponding tax. If a suspension is not resolved within 30 days, we refund the unused prepaid subscription time proportionately, including the corresponding tax, and the plan ends. A suspension never removes the unused value of credits you bought in packs.

Credits from separately purchased credit packs never expire, and inactivity does not make them expire. Monthly plan credits expire at the end of the monthly period they were added for, and yearly plan credits at the end of the paid year. Referral and other promotional credits expire 12 months after they were added. Cancelling does not remove your credits early. Deleting your account cancels the subscription and closes your account, but it does not take away the unused value of credits you bought in packs: we keep a record of that value, and after deletion you can request a refund of it, in proportion to the amount you actually paid for the unused purchased credits and including the corresponding tax. Email hello@vidsou.com from your former account email where possible. If you no longer have access to that address, contact us so we can verify your request by another reasonable method. You do not need access to the deleted account, and the 14-day limit in Section 3 does not apply to this refund. You do not need to delete your account to stop renewals.

5. Creative preferences and technical problems

AI results vary, and taste is personal. Disliking the creative result alone — a melody, a voice, an image or an interpretation — is not a reason for a voluntary refund when the service was delivered as described. Start with a small credit pack, listen to the available take or takes and review the shot list before you spend more.

This does not affect your rights for technical defects, misleading descriptions or failure to deliver something we expressly promised. Contact us about corrupted files, unintended silent audio, a wrongly attached song or missing deliverables: we will investigate and make it right, which may mean a correction, a new render, returned credits, a price reduction or a refund. We will not make you accept credits where the law entitles you to a monetary refund.

6. Incorrect charges and payment reversals

Contact hello@vidsou.com about duplicate or incorrect charges. This does not restrict your right to dispute a payment with your bank or card provider. Refunds and payment reversals remove the matching credits. If those credits were already spent, your balance may become negative and new jobs are blocked until it is resolved. A negative balance is not a separate charge, and you can contact us to challenge an adjustment you think is wrong.

7. If Vidsou closes

If we permanently discontinue the Service, we will refund unused prepaid subscription time pro rata, regardless of how many of the plan's credits were spent, and the unused value of separately purchased credit packs in proportion to the paid credits remaining, based on the amount actually paid and including the tax paid on it, plus any further refund the law requires. The same prepaid value is never refunded twice. Genuinely free promotional credits have no separate cash value. Returning credits after a failed job does not create an additional cash entitlement, but returned purchased-pack credits retain the refund and redemption rights associated with their purchased value.

8. How to ask

Email hello@vidsou.com, from your account email where possible, with the payment reference or the song or video in question and a short description of the problem. Never send a full card number. We aim to reply within two business days, and where the law sets a deadline, we meet it; a first reply may acknowledge your request and ask for details, so not every issue is fully resolved in that time. Approved refunds go back to the original payment method within the time limits the law sets; your bank or card provider decides when the money appears. If your purchase was sold through Link, you can also contact Link support at support.link.com about the payment, a refund or cancelling your subscription. Link may issue a refund in some cases within 60 days of the payment. Refunds include any tax you paid, and any refund removes the matching credits as described in Section 6.