Vidix Refund and Cancellation Policy

Last updated: November 15, 2026

This policy explains how cancelling, pausing and refunds work for Vidix plans and token packs. It is part of our Terms of Service. Vidix is run by Vidix AOS Studio, Kuwait ("Vidix", "we", "us"). Payments are handled by our payment partner, the merchant of record.

Please read this before you buy. If anything is unclear, email us at ehsan@vidix.ai.

The short version

• Payments are not refunded in money. Plans and token packs are final once bought.
• Refunds are given in tokens. If a video fails, or part of it could not be made, the tokens it used come back to your balance automatically, like a top-up to your account.
• Cancel any time. Your plan runs to the end of the period you have paid for, then stops. No further charges.
• Pause instead of cancelling for up to three months. Nothing is charged while paused.
• Charged twice, or charged after you cancelled? That is our mistake, and we return the money.

Why refunds are in tokens

Vidix is a digital service. The moment a video is started, the research, script, voice, footage, graphics and render behind it cost us money, and the tokens it uses are the measure of that cost. So when something goes wrong on our side, we make it right in the same currency: the tokens come back and you can make the video again, or another one. We do not convert tokens back into money.

What you are buying

Vidix sells subscriptions (Lite, Starter, Creator and Pro, billed monthly or yearly) and token packs. Prices and what each includes are on our Pricing page. Ten tokens make one minute of finished video, and a Short counts as one minute. Subscriptions renew automatically until you cancel. Before a video is made, its production brief shows the exact token quote, and nothing is charged until you approve it.

Cancelling a plan

You can cancel at any time from Settings → Billing in the app, or by emailing ehsan@vidix.ai from the email address on your account. Cancelling stops the next charge. Your plan, your tokens and everything you have made stay available until the end of the period you have already paid for. After that your account stays open with no plan, and you can come back any time. The money already paid for the current period is not refunded.

Pausing a plan

Instead of cancelling, you can pause for one, two or three months. While paused you are not charged and get no new tokens, and your videos, channel profiles and tokens stay. Your plan starts again at the end of the pause.

Refunds in tokens

Failed videos. If a video cannot be finished, the tokens held for it come back to your balance automatically. The same happens for any part of a video that could not be made, such as motion graphics or AI pictures that failed: you are charged only for what was really made, never more than the quote.

Faults in a finished video. AI makes mistakes, and every video stops for your approval before it is produced. If a finished video is unusable because of a fault on our side (for example, it did not render, the sound is missing, or shots are blank), email us within 30 days with the video's link. We will fix the video or return the tokens it used.

Tokens taken by mistake. If you think tokens were deducted for something you did not get, email us within 30 days. We check the production log and put the tokens back.

Returned tokens behave like any other tokens on your account: plan tokens end when the next month's tokens arrive, bought tokens never expire.

Money refunds

We do not refund payments for plans or token packs, in full or in part, including:

• a billing period you cancel part-way through;
• a renewal you forgot to cancel;
• a yearly plan after it has started;
• plan tokens you have not used by the end of a month;
• a token pack, used or unused.

The exceptions are mistakes on our side. If you were charged twice, charged after you cancelled, or charged a different amount from the price shown, email us and we return the extra charge in full to your original payment method, through our payment partner, usually within 5 to 10 business days.

Your legal rights

If you live in the European Union, the United Kingdom or another place where the law gives you a right to withdraw from an online purchase or a right to a refund for a faulty digital service, that right stands alongside this policy. By using your tokens you agree that the service begins straight away, and the withdrawal right no longer covers the tokens you have used. Nothing in this policy limits rights you have under the consumer law where you live; where that law requires a money refund, we give one.

Chargebacks

If you want to dispute a charge with your card issuer, please contact us first: we can usually sort it out faster than a chargeback. A chargeback on tokens that were used may lead to the account being closed.

How to contact us about billing

Email ehsan@vidix.ai from the email address on your Vidix account, with the order email or receipt from our payment partner if you have it. We reply within 2 business days.

Taxes

Sales tax or VAT, where it applies, is worked out and collected by our payment partner at checkout and shown before you pay.

Changes to this policy

We may update this policy. We will change the "Last updated" date above, and for changes that affect an active plan we will tell you by email at least 30 days before they take effect.

Contact

Vidix AOS Studio
Kuwait
ehsan@vidix.ai