Refund Policy

Last Updated: August 26, 2026

Thank you for choosing Petfun AI ("we," "us," or "our"), operated by TENFLY TECH LIMITED. We strive to provide the best AI video generation experience for pet lovers.

This Refund Policy outlines the terms and conditions regarding refunds for purchases made on our website located at https://petfunai.com (the "Site"), including Coins (virtual tokens) and auto-renewing Membership Subscriptions.

1. General Principles

Due to the digital nature of our AI processing services and the immediate allocation of computing resources upon purchase, all sales are generally final and non-refundable, except as explicitly provided in this Policy or as required by applicable mandatory consumer laws.

2. Auto-Renewing Subscriptions (Memberships)

When you purchase a Membership subscription, you agree to an initial charge and recurring periodic charges (e.g., weekly, monthly, or annually) at the then-current rate.

  • Non-Refundable Recurring Charges: Subscription charges for recurring billing cycles are non-refundable once billed.
  • Cancellation Prior to Renewal: To avoid being charged for the next billing cycle, you must cancel your subscription before your next renewal date via your account settings or by contacting customer support at support@petfunai.com.
  • Effect of Cancellation: Canceling your subscription stops future recurring charges. You will continue to have full access to your Membership benefits until the end of your current paid billing period. We do not provide prorated refunds or credits for unused days within a billing period.
  • Forgetting to Cancel: Failing to cancel your subscription prior to the renewal date does not qualify as a valid reason for a refund.

3. One-Time Coin Purchases

  • Unused Coins: Virtual tokens ("Coins") purchased individually or in packages are non-refundable once delivered to your account.
  • Used Coins: Coins that have already been spent or consumed to generate AI videos cannot be refunded or restored, regardless of whether you were satisfied with the visual outcome of the generated template.

4. Technical Exceptions & Billing Errors

We understand that technical issues or errors can occur. You may be eligible for a refund or replacement credit in the following limited circumstances:

  • Duplicate / Erroneous Charges: If you were charged twice for the same transaction due to a technical error, please contact us immediately for a full refund of the duplicate charge.
  • Service Outage / Failed Generations: If a system outage or platform bug prevents you from accessing the service or causes a coin deduction without generating a video output, please reach out to customer support. Upon verification, we will issue account credits (Coins) or a refund at our reasonable discretion.

5. European Union & UK Right of Withdrawal (Cooling-off Period)

If you are a consumer residing in the European Union (EU), European Economic Area (EEA), or the United Kingdom (UK), you may have the right to withdraw from your purchase within 14 days without giving any reason:

  • Express Waiver Upon Use: By making a purchase on Petfun AI and immediately accessing or using digital content/services (e.g., generating a video or utilizing membership perks), you expressly consent to the immediate performance of the contract and acknowledge that you lose your statutory right of withdrawal once the service performance has begun.
  • Eligible Withdrawals: If you have NOT used any Coins, generated any videos, or utilized any membership features during the 14-day period following your initial purchase, you may request a full refund within 14 days of purchase by contacting support@petfunai.com.

6. Chargebacks and Payment Disputes

We strongly encourage you to contact our support team at support@petfunai.com before initiating a chargeback or payment dispute with your bank, credit card issuer, or payment processor (e.g., Stripe or PayPal).

If a fraudulent or unverified chargeback is opened against us, we reserve the right to suspend or permanently terminate your account and invalidate any remaining Coins or Membership access.

7. How to Request a Refund

To request a refund under the eligible exceptions outlined above, please send an email to support@petfunai.com with the following details:

  1. Your registered account email address.
  2. Order ID / Transaction reference number.
  3. The date of the purchase.
  4. A clear description of the issue and reason for requesting a refund (along with screenshots or error logs if applicable).

Refund requests will be evaluated within 3 to 5 business days. Approved refunds will be credited back to the original payment method used during purchase within 5 to 10 business days, depending on your card issuer or payment gateway.

8. Contact Us

If you have any questions or concerns about this Refund Policy, please contact us at:

TENFLY TECH LIMITED
Email: support@petfunai.com
Address: FLAT/RM A, 12/F., ZJ300, 300 Lockhart Road, Wan Chai, Hong Kong