Refund Policy

At VisClub, we strive to provide reliable AI-powered image and video generation services. Due to the digital nature of our products and the immediate consumption of digital gems, purchases are generally non-refundable once gems have been used. However, we recognize that certain situations may justify a refund, compensation, or gem balance adjustment.

1. Eligible Refund Scenarios

Refunds or gem balance adjustments may be granted in the following circumstances after verification:

1.1 Duplicate Charges

If you are charged multiple times for the same transaction due to a payment processing error, VisClub will refund the duplicate payment(s).

1.2 Payment Successful but Gems Not Received

If payment is successfully completed but purchased gems are not delivered to your account within a reasonable period due to system errors, we will:

• Deliver the missing gems; or
• Provide a refund if delivery cannot be completed.

1.3 Generation Failure

If gems are deducted but image or video generation fails due to a system malfunction, service outage, or technical error, we may:

• Automatically restore the deducted gems;
• Re-run the generation task;
• Issue a refund when restoration is not possible.

1.4 Service Outage or System Errors

If a significant platform outage or technical issue prevents access to purchased services for an extended period, VisClub may provide:

• Gem compensation;
• Subscription extensions; or
• Refunds where required by applicable law.

1.5 Unauthorized Transactions

If you believe a purchase was made without your authorization, please contact us immediately. We may request additional verification before processing a refund investigation.

1.6 Consumer Protection Requirements

Refunds will be provided where required by applicable consumer protection laws and regulations in your jurisdiction.

2. Special Refund Considerations

2.1 Accidental Purchase (Unused Gems)

A refund request may be considered if:

• The purchase was made accidentally;
• No gems have been used;
• No content has been generated using the purchased gems;
• The request is submitted within 7 days of purchase.

Approval remains at VisClub's sole discretion and subject to local legal requirements.

2.2 Minor Purchases

If a purchase was made by a minor without the required parental or guardian consent, VisClub may review the transaction and process refunds where required under applicable law.

2.3 Account Suspension or Termination

Refunds will generally not be issued if an account is suspended or terminated due to violations of our Terms of Service, fraud, abuse, chargeback abuse, or prohibited activities.

However, any mandatory consumer rights under applicable law will remain unaffected.

2.4 Feature Unavailability

If a purchased feature becomes temporarily unavailable due to maintenance, upgrades, or technical issues, VisClub may provide alternative compensation such as gem compensation or subscription extensions.

3. Non-Refundable Situations

Refunds are generally not available under the following circumstances:

• Gems have already been used;
• Images or videos have been generated using purchased gems;
• Generated content does not meet subjective expectations;
• User dissatisfaction based on personal preference, artistic style, or AI output quality;
• The user changes their mind after purchase;
• The user no longer wishes to use the service;
• Violations of our Terms of Service or Acceptable Use Policy;
• Fraudulent activities or abuse of the platform.

4. User Complaints and Dispute Resolution

VisClub is committed to resolving customer concerns fairly and promptly.

If you experience a billing issue, service problem, or account-related concern, please contact our support team before initiating a payment dispute.

Contact Information

Email: [email protected]

Please include:

• Account email address;
• Order or transaction ID;
• Payment receipt or proof of payment;
• Detailed description of the issue.

5. Tamara, Card Chargebacks, and Payment Disputes

For purchases made through Tamara, credit cards, debit cards, digital wallets, or other payment providers:

• Customers should first contact VisClub to seek resolution.
• We may request supporting documentation to investigate the claim.
• Fraudulent chargebacks or disputes may result in account suspension or termination.
• If a dispute is resolved in favor of the customer, refunds will be processed according to the payment provider's policies and timelines.

VisClub will cooperate with Tamara, card networks, banks, and payment processors during dispute investigations.

6. Refund Review Timeline

• After receiving a complete refund request:
• Initial response: within 3 business days;
• Investigation and review: typically within 5–10 business days;
• Complex cases may require additional verification and processing time.

We reserve the right to request further information before making a final determination.

7. Refund Method

Approved refunds will be returned through the original payment method whenever possible, including:

• Credit cards;
• Debit cards;
• PayPal;
• Google Pay;
• Apple Pay;
• Tamara;
• Other supported payment channels.

Actual refund posting times depend on the payment provider and issuing bank, and may take approximately 5–15 business days after approval.

8. Contact Us

For refund requests, complaints, billing inquiries, or payment disputes, please contact:

VisClub Support Team

Email: [email protected]

We are committed to reviewing all requests fairly, promptly, and in accordance with applicable laws and consumer protection requirements.