Refund Policy
Effective: 11 October 2026 · Currency: USD · Contact: [email protected]
1) How refunds are measured
Sonamak AI sells digital creative services in USD. For a multi-video package, the checkout quote assigns a fixed USD value to each video credit. Any approved partial refund is calculated from those stored allocations, not from a later price or an amount entered arbitrarily.
2) Before production starts
If we cannot accept a project after reviewing the complete creative brief, we will offer a refund for the affected unused video credit. If no video in the order can be accepted and production has not started, this may be a full refund.
3) Quality redo and refund request
If a first cut materially fails to follow the accepted written brief, notify us in writing and provide specific feedback. We will provide the included redo. If the redo still materially fails to follow the accepted brief, you may request a refund of the affected service fee within seven days after delivery. Approved third-party costs already purchased for the project are not refundable.
4) Bundles and used credits
- Unused, eligible video credits may be refunded at their value in the original quote when we approve the request.
- A credit is considered used once its accepted brief has entered production, except where this policy's quality remedy applies.
- A refund for one credit does not automatically cancel the remaining credits in a package.
- Credits under refund review are placed on hold and cannot be used until the refund succeeds, fails, or is canceled.
5) Processing and status
Submitting a request does not mean a refund has completed. A refund may be pending, require action, succeed, fail, or be canceled. We treat it as complete only after our payment processor confirms success. Funds are returned to the original payment method where supported.
6) USD and exchange rates
We issue refunds in USD, up to the eligible USD amount originally charged. If your bank converted the original payment into another currency, the local-currency amount you receive may differ because of exchange rates or fees charged by your bank or card issuer. Sonamak AI does not control those rates or issuer fees.
7) European consumer withdrawal
If you are a consumer entitled to a statutory cooling-off period, you may normally withdraw from a distance service contract within 14 days after the contract is concluded. If you expressly requested that work begin during that period and then withdraw after work begins, you may owe only the proportionate amount permitted by applicable law. The right may end after complete performance only where the law permits and the required prior express request and acknowledgment were provided.
Read the Withdrawal Notice and model form or use the continuously available online withdrawal function. This refund policy does not replace or reduce mandatory conformity, price-reduction, termination, chargeback or other consumer remedies.
8) Requesting a refund
Email [email protected] from the address used for the order. Include the order number, affected video number, requested remedy, and a concise explanation. Do not email card details or identity documents.