Refund Policy - ShortForge

1. Overview

This Refund Policy explains when and how refunds are provided for ShortForge (the "Service"), a product of APHVN Limited. It applies to all token purchases and subscriptions made through the Service. By making a purchase, you agree to this policy. It forms part of, and should be read alongside, our Terms of Service. Nothing in this policy removes or limits any rights you have under applicable consumer protection law.

2. Digital Service and Consumption

ShortForge is an AI-powered platform that consumes computing resources to generate videos, voiceovers, and related content. Each generation spends "tokens" and triggers real, non-recoverable costs the moment it runs. Because of this, our service is treated as digital content that is supplied and consumed immediately.

By starting a generation, you request immediate performance of the Service and acknowledge that you lose any statutory cooling-off right of withdrawal for the tokens consumed by that generation.

3. Used Tokens — Non-Refundable

Tokens that have been used to generate content are non-refundable. This applies regardless of whether you are satisfied with the creative output, as AI-generated results are inherently variable and subjective. Spent tokens cannot be reversed, recovered, or credited back.

4. Unused Tokens

Refund requests for tokens you have purchased but not yet used may be submitted to [email protected] within 14 days of purchase. These requests are assessed on a case-by-case basis. Where approved, refunds are issued only for the portion of tokens that remain unused at the time of the request.

5. Subscriptions

You may cancel a subscription at any time through your account settings. Cancellation stops future renewals; you retain access to paid features until the end of the current billing period.

• Fees already paid for the current billing period are non-refundable, except where required by law.
• We do not provide partial or pro-rata refunds for unused time within a billing period.
• Tokens granted as part of a subscription expire on cancellation or at the end of the period in which they were granted and are not refundable.

6. Failed Generations and Service Faults

If a generation fails due to a fault on our side — for example, a server error that produces no usable output — we will re-credit the tokens consumed by that failed generation, or provide an equivalent refund where re-crediting is not possible. Outputs that complete successfully but do not match your creative expectations are not considered faults.

If you are charged in error, or experience duplicate or incorrect billing, contact us and we will investigate and refund any verified billing error in full.

7. How to Request a Refund

Email [email protected] from the email address associated with your account and include:

• The email or account ID used for the purchase.
• The date and approximate time of the purchase.
• The reason for your request.

We aim to respond to refund requests within 5 business days. Approved refunds are returned to your original payment method via Stripe and may take several business days to appear, depending on your provider.

8. Chargebacks

Please contact us before initiating a chargeback or payment dispute — most issues are resolved faster directly. Chargebacks raised without first contacting us may result in suspension of your account pending resolution.

9. Your Statutory Rights

If you are a consumer, you have legal rights in relation to services that are not carried out with reasonable care and skill, or are otherwise not as described. Nothing in this policy affects those statutory rights. This policy is governed by the laws of England and Wales.