Refund & Cancellation Policy

1. What you are buying

Alado sells credits — a prepaid digital entitlement used to generate AI videos. Credits are delivered electronically and added to your account balance immediately after your payment is confirmed. There is no physical product and no shipping.

2. Refund eligibility

Because credits are digital and delivered instantly, purchases are generally final. However, we will provide a refund in these cases:

• Unused credits. You may request a refund of a purchase within 14 days if the credits from that purchase are entirely unused.
• Duplicate or accidental charges. If you were charged more than once for the same order, or charged in error, we will refund the duplicate/erroneous amount in full.
• Service failure. If a technical failure on our side prevented delivery of the credits or the Service, we will refund or re-credit you.

3. What is not refundable

• Credits that have already been used (in whole or in part) to generate videos.
• Requests made after the 14-day window (except where required by law).
• Dissatisfaction with AI output quality alone. AI results vary; the credit cost of each generation is shown before you confirm it, and we encourage previewing at lower resolution first. We may, at our discretion, re-credit failed generations.
• Purchases connected with fraud, abuse, chargeback misuse, or violations of our Terms of Service.

4. How to request a refund

To request a refund, email us at [email protected] with:

• the email address or account associated with the purchase,
• the order/receipt ID from your payment confirmation, and
• a brief description of the reason.

We aim to review refund requests within 3 business days.

5. How refunds are processed

Payments and refunds are handled by Dodo Payments, our payment provider and merchant of record. Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear. Any credits associated with a refunded purchase will be removed from your balance.

6. Chargebacks

If you have a problem with a charge, please contact us first — we can usually resolve it faster than a bank dispute. Filing a chargeback without contacting us may result in suspension of your account pending review.

7. Contact

Need help with a payment or refund? Email [email protected].