Refund Policy

Effective Date: February 7, 2026 · Last Updated: February 7, 2026

At CineDZ AI Studio, we strive to provide the best AI creation experience possible. We understand that circumstances may change, and you might need to request a refund. Please read this policy carefully before making a purchase.

1. Understanding Credits

CineDZ AI Studio uses a credits-based system for AI generation. Credits are consumed each time you generate content (images, videos, audio, music, 3D models). The cost varies by model complexity and generation type.

Purchased Credits: Bought via the CineDZ platform using SATIM (CIB/Edahabia)
Welcome Credits: 50 free credits awarded to new verified accounts
Promotional Credits: Credits earned through promotions, events, or referrals

2. Refund Eligibility

2.1 Refundable (✅)

Unused purchased credits within 30 days: If you have not used any credits from a purchase, you may request a full refund within 30 days of the transaction date.
Partially used purchased credits within 30 days: Refund for the unused portion only, calculated proportionally from the original purchase amount.
Failed generations: If an AI generation fails due to a system error, credits are automatically refunded to your balance within minutes. No action required.
Service outages: If a prolonged outage prevents you from using purchased credits, you may request a refund or credit extension.
Billing errors: Duplicate charges, incorrect amounts, or unauthorized transactions are always refundable.

2.2 Non-Refundable (❌)

Used credits: Credits consumed for successful AI generations cannot be refunded
Credits purchased more than 30 days ago: Regardless of usage status
Welcome credits & promotional credits: Free credits are non-refundable and have no cash value
Subjective quality dissatisfaction: Variations in AI output quality are inherent to AI generation and do not constitute grounds for refund
Policy violation removals: Credits consumed before content was flagged and removed for policy violations
Account termination: Credits used before account suspension or termination for Terms violations

3. Failed Generation Auto-Refunds

We understand that AI generation doesn't always succeed. Our auto-refund system handles failures transparently:

You submit a generation request → credits are deducted
If the AI model returns an error or the generation fails →
Credits are automatically refunded to your balance within minutes
A "Refunded" notification appears in your transaction history
If auto-refund does not appear within 15 minutes, contact support with the generation ID

Note: Generations that succeed but produce results you find unsatisfactory are not eligible for auto-refund, as the AI computation was completed successfully. AI outputs vary in quality — this is an inherent characteristic of generative AI.

4. How to Request a Refund

If you meet the eligibility criteria and wish to request a refund, follow these steps:

Contact us at billing@cinedz.com
Include the following details:
- Your account email and username
- Transaction ID or payment receipt
- Purchase date and amount
- Reason for refund request
- Any relevant screenshots or error details
Submit within 30 days of your purchase date

Response Time: We review and respond to all refund requests within 3–5 business days (Sunday–Thursday, Algeria business hours).

5. Refund Processing

5.1 Refund Methods

SATIM (CIB/Edahabia): Refund to your original payment card within 7–14 business days
Platform Credits: Receive the refund as credits instantly (if you prefer to keep using the Service)

5.2 Processing Details

Refunds are processed in Algerian Dinar (DZD) at the original transaction rate
The refund amount may be subject to a processing fee not exceeding 6% of the original payment, as determined by the payment processor
You will receive an email notification when your refund is initiated
If you see a pending charge after a failed payment, it will be automatically reversed within 3–7 business days

5.3 No Duplicate Charges

Failed payment transactions will not be charged to your account. If you notice a pending charge after a failed payment, it will be automatically reversed by your bank within 3–7 business days. If it persists, contact us with the transaction details.

6. Subscription Refunds (If Applicable)

If subscription plans are introduced in the future:

Monthly subscriptions: Refundable within 7 days if no included credits have been used
Annual subscriptions: Pro-rated refund within 14 days of purchase
No partial refunds for mid-cycle cancellations after the refund window
You may cancel at any time to prevent future billing — service continues until the end of the current billing period

7. Disputes & Escalation

If your refund request is denied and you disagree with the decision:

Reply to the denial email with additional information or context
Request escalation to a supervisor or billing manager
Contact CineDZ support directly at support@cinedz.com
If unresolved, you may contact SATIM support at 3020 3020 (Algeria) or your card-issuing bank as a last resort

💡 Tip: We strongly recommend contacting us before initiating a bank chargeback. Chargebacks can be resolved faster through direct communication, and unresolved chargebacks may result in account restrictions.

Dispute Resolution Timeline: 5–10 business days from submission of complete details.

8. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with a revised date. Significant changes will be communicated via email. We encourage you to review this policy periodically before making purchases.

9. Contact Information

EURL ECHO VISION FILMS

45, Route d'Aflou, Sougueur, Tiaret 14200, Algeria

Nr.RC 19B0423801 / ART-14160635701

📧 Billing & Refunds: billing@cinedz.com

📧 General Support: support@cinedz.com

📞 Phone: +213 790 56 18 54

Business Hours: Sunday–Thursday, 9:00 AM – 6:00 PM (Algeria Time, GMT+1)