RAP DUO
Refund Policy
Cash refund requests, failed-generation credits and subscription cancellation.
Updated October 25, 2026
Failed generation credits
A confirmed failed render releases the credits reserved for that attempt. Returned credits keep their original source and expiry. If the source expired while the generation was pending, a replacement balance is available for 7 days after release. This is a credit return, not a cash refund or an additional purchase allowance.
Credit pack refund requests
Under our voluntary refund policy, contact us within 14 days of purchase to request a refund for unused credits from that purchase. The maximum refund is the original price multiplied by the unused proportion, rounded down to the nearest cent. Credits that have already been spent are not refundable under this voluntary policy. Requests with pending generations are reviewed after those generations are resolved. Applicable statutory rights are considered separately.
Subscription refund requests
Under our voluntary refund policy, contact us within 14 days of the initial or renewal payment. A paid period can be refunded in full under this policy only if none of its credits have been used and no generation is pending against them. Yearly subscriptions provide the annual allowance upfront; the entire annual allowance must be unused for this voluntary refund. Applicable statutory rights are considered separately.
How to request a refund
Email support@rapduo.io, using the purchase account email when possible, and identify the order and purchase date. You can explain a problem to help us investigate, but a reason is not required where you are exercising a statutory right to withdraw. We verify the payment and temporarily lock credits being reviewed so they cannot also be spent. Approved refunds return to the original Stripe or PayPal payment method. Your payment provider controls when the refund appears in your account.
Statutory rights and withdrawal requests
The voluntary conditions above do not restrict mandatory withdrawal, refund or remedies for non-delivery or non-conforming digital content or services. EEA and UK consumers may have a 14-day withdrawal right, subject to the rules for their contract and any valid exception. Accepting our Terms or using some credits does not by itself waive every statutory right. Contact support@rapduo.io to exercise an applicable right; we assess it separately from the voluntary credit refund conditions. Canceling future subscription renewals in Billing is separate from withdrawing from an existing contract. We do not treat general Terms acceptance as a specific request to start performance or an acknowledgment that a statutory withdrawal right is lost.
Online withdrawal
Use Withdraw from a purchase in the footer or beside a paid receipt in Billing. Select the purchase, confirm your name and the withdrawal declaration, and submit it with Confirm withdrawal. We record the submission time, provide a downloadable acknowledgement and send it to your verified account email. Remaining credits from that purchase and its associated subscription are held; existing generation tasks continue. Associated future subscription renewals are stopped separately from any refund. A delivery or cancellation problem is sent to support and does not change your original declaration time. You can also declare withdrawal by email, including if you cannot access your account. This process does not automatically reject older or used purchases under the voluntary policy and does not itself confirm a cash refund.
Canceling a subscription
Cancel future renewals in Billing. Cancellation itself does not refund a previous payment. Paid credits remain usable until their paid period ends unless the payment is refunded, reversed or subject to a dispute.
Creative variation and other rights
AI output may vary from your expectations, including exact words, likeness and movement. A delivered video that meets the stated format is not automatically a failed generation because of creative variation. Contact us if you believe the service did not deliver what was described. This policy does not limit mandatory rights that apply to your purchase.
Withdraw from a purchase · Questions?Contact RapDuo support.