Refund Policy

This policy explains how refunds, credit restoration, and subscription cancellation work for purchases made through wan-3.ai. “We,” “us,” and “our” refer to the operator of the Wan 3.0 service.

The product description, amount, currency, billing interval, included credits, renewal terms, and any additional purchase conditions shown at checkout form part of your purchase. This policy does not limit any consumer right or remedy that applicable law does not allow you to waive.

1. Three different billing events

• Credit restoration returns Wan 3.0 site credits to your account after an eligible failed or canceled generation task. It is not a return of money to your payment method.
• Subscription cancellation stops future renewals according to the effective date shown in your billing flow. It does not automatically refund the current or an earlier billing period.
• Payment refund returns an approved amount through the payment process described below and may remove related credits, plan access, or other purchase benefits.

2. Failed or canceled generation tasks

When the service records a generation task as failed or canceled, the credits reserved for that task are normally returned to the account automatically. This credit restoration does not renew an expired plan, extend a credit-validity period, or create a cash balance.

Check My Creations, your activity history, and your current credit balance first. If the task is recorded as failed or canceled but the balance appears incorrect, email support@wan-3.ai with the account email and task identifier so we can investigate.

An output that completes but differs from a prompt is not recorded as a technical failure solely because of style, composition, motion, consistency, sound, or other generative variation. AI outputs require review, and a particular creative result is not guaranteed.

3. When a payment refund may be considered

Except for a confirmed duplicate or unauthorized charge, or a remedy required by applicable law, a payment refund request is eligible for review only when all three of these limits are met at the time you contact us:

• the request is submitted no later than 7 calendar days after the payment was completed;
• no more than 7 completed generation tasks have used credits or benefits from that purchase; and
• no more than 10% of the credits included in that purchase have been consumed.

Exceeding any one of these limits makes the purchase non-refundable under our voluntary refund policy. Tasks recorded as failed or canceled do not count toward the task or credit limit when their reserved credits were restored. If an account holds credits from several purchases, our credit and transaction records determine which purchase funded each task.

For requests that meet all three limits, we review the purchase record, account activity, credit use, delivery status, checkout terms, and applicable law. A refund or other billing correction may be appropriate when:

• the same purchase was charged more than once;
• a charge was not authorized by the account holder, subject to reasonable account and payment verification;
• payment succeeded but the purchased credits or plan access were not delivered and the issue cannot be corrected;
• a verified service or billing fault materially prevented use of the purchased benefit and an appropriate credit restoration or other remedy did not resolve it;
• an accidental purchase is reported within the limits above; or
• applicable law requires a refund, price reduction, cancellation right, or another remedy.

Where only part of a purchase is affected or part of the included benefit has been used, any refund may be limited to the eligible portion when the law allows.

4. Situations that do not by themselves qualify

Except for a confirmed duplicate or unauthorized charge, or a remedy required by applicable law, a voluntary payment refund is unavailable when any of the first three limits below is exceeded. The remaining circumstances also do not by themselves establish refund eligibility:

• the request was submitted more than 7 calendar days after payment;
• more than 7 completed generation tasks used credits or benefits from the purchase;
• more than 10% of the credits included in the purchase were consumed;
• a completed output does not match a subjective expectation or requires another prompt or edit;
• a subscription was left unused, or a renewal occurred because it was not canceled before the applicable renewal cutoff;
• time-limited credits expired under the validity period displayed for the product;
• exchange-rate movements, bank charges, or taxes changed the final cost outside our control;
• the account was restricted for abuse, non-payment, or a material violation of the Terms of Service; or
• a model, feature, price, or credit cost changed after an earlier purchase, without removing a remedy required for that purchase.

5. Canceling a subscription

Use the subscription control in Settings → Billing to cancel an active recurring plan. Review the effective date shown before confirming. If the control is unavailable or the subscription state is unclear, contact support@wan-3.ai with the subscription or order identifier.

Cancellation applies to later renewals. It does not automatically reverse a charge that has already completed. A request concerning a completed renewal is reviewed under this policy, the checkout terms, and any mandatory consumer rights.

6. How to request review

Email support@wan-3.ai from the address associated with your account and include:

• the order, invoice, or subscription identifier;
• the purchase date, amount, and currency;
• a short explanation of the requested outcome;
• any relevant generation task identifiers; and
• whether any credits or plan benefits from the purchase were used, including the approximate number of completed tasks.

Do not send passwords, verification codes, full card numbers, private API keys, or identity documents through ordinary email. If you do not recognize a charge, secure your Wan 3.0 account and contact your payment provider promptly in addition to contacting us.

7. Approved refunds

If a refund is approved, it will ordinarily be sent to the original payment method when practicable or required by law. The payment provider or financial institution controls when the returned funds appear. We may revoke unused credits, plan time, or other benefits associated with the refunded amount to prevent duplicate value.

We will explain if a request is denied or if another remedy, such as restoring missing credits, is more appropriate. Nothing in this policy excludes a refund, cancellation right, price reduction, or other remedy that applicable law requires.

8. Policy updates and contact

We may update this policy when products, checkout providers, service behavior, or legal requirements change. The date at the top identifies the latest version; a completed purchase remains subject to the purchase terms and mandatory rights that apply to it.

Refund and billing contact: support@wan-3.ai