Refund Policy

Thank you for selecting Soar2 AI as your AI video generation service provider (powered by OpenAI Sora 2 API)! We strive to ensure you're satisfied with every purchase you make—whether it's a subscription plan or video generation credit package. If our service doesn't meet your expectations, please refer to the following refund guidelines:

1. Refund Request Window

We offer specific timeframes for refund requests, depending on the type of purchase:

• For subscription plans: You may submit a refund request within 14 calendar days of your initial purchase or subscription renewal. This applies only if no video generation credits included in the subscription have been used (e.g., no 20-second AI videos generated via Sora 2 API).
• For standalone credit packages: Unused credit packages are eligible for refund requests within 7 calendar days of the purchase date. Partial credit usage (e.g., 2 out of 10 credits used) will make the package ineligible for a refund.

2. Eligibility Requirements

To qualify for a refund, you must meet the following criteria, and submit a complete request:

• Unused service requirement:
  • For subscriptions: Only the unused portion of the subscription term (and its associated credits) will be considered. If you've used any credits to generate videos, the subscription is no longer eligible for a full refund.
  • For credit packages: All credits must remain unused. Once credits are used to create AI videos (even if the video is deleted later), the package cannot be refunded.
• Request submission: All refund requests must be sent via email to support@soar2ai.com (no other channels are accepted for refund claims).
• Required information: Your email must include:
  1. The email address associated with your Soar2 AI account.
  2. The original order ID (found in your purchase confirmation email or Soar2 AI account "Billing History" section).
  3. A brief explanation of the reason for the refund (to help us improve our Sora 2-powered video service).
• Promotional credits exclusion: Bonus credits obtained through promotional activities (e.g., sign-up gifts, limited-time Sora 2 feature bundles, referral rewards) are non-refundable—even if the main subscription or credit package is refunded.

3. Refund Processing Procedures

We aim to process refund requests efficiently while ensuring accuracy. Here's how the process works:

1. Request review: Once we receive your refund request, our team will verify eligibility (e.g., checking credit usage, purchase date) within 5 business days (excluding weekends and public holidays). You will receive an email notification confirming receipt of your request within 24 hours.
2. Approval or denial: If approved, we will process the refund using the original payment method you used for the purchase (e.g., credit card, PayPal, Apple Pay). If denied, we will explain the reason in detail via email (e.g., "Credits already used for video generation").
3. Refund timeline: Processing times vary by payment method:
   • Credit card refunds: May take 5–10 business days to reflect in your account (depending on your card issuer's processing schedule).
   • PayPal refunds: Generally appear in your PayPal balance within 1–3 business days after approval.
   • Mobile payment (e.g., Apple Pay, Google Pay): Refunds typically process within 3–7 business days.

4. Non-Refundable Items

The following scenarios are not eligible for refunds under any circumstances:

• Used credits: Any credits that have been used to generate 20-second AI videos (credit usage is final once video creation via Sora 2 API begins, even if you are unsatisfied with the video output).
• Expired refund windows: Subscriptions beyond the 14-day window, or credit packages beyond the 7-day window. For monthly subscriptions: Canceling auto-renewal will stop future charges, but no refund will be issued for the current active month.
• Older purchases: Any purchases made more than 6 months prior to the refund request date.
• Policy violations: Accounts that have been suspended or terminated due to violations of Soar2 AI's Terms of Service (e.g., generating unauthorized content, sharing account credentials, breaching Sora 2 API usage guidelines).
• Custom plans: Tailored enterprise or bulk credit plans (refund terms for these are agreed upon in a separate contract).

5. Get in Touch

If you have questions about this refund policy or need assistance with a refund request:

• Email: support@soar2ai.com.
• Email subject line: Use the format "Refund Request – [Your Registered Email]" (e.g., "Refund Request – user@example.com") to ensure your request is prioritized by our team.
• Response time: We aim to reply to all refund-related inquiries within 24 hours on business days (Monday to Friday, 9:00 AM – 6:00 PM UTC).