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Refund policy
Credits for failed or blocked videos come back automatically. Unused credits can be refunded within 14 days of purchase; credits already used are not refunded.
Updated November 12, 2026
Failed or blocked videos return the credits
If a video cannot be finished, does not pass our content check or stops because of a technical error, the credits held for it return to your balance automatically. You do not need to ask, and you can use them again right away.
14-day refund for unused credits
Within 14 days of a purchase you can ask for a refund of the credits from that purchase that you have not used. Email support@oomvoo.com from your account email; we refund the unused credits at the price you paid per credit in that pack. Credits already spent on delivered videos are not refunded. Refunds go back to the original payment method through the original payment provider and can take several business days to appear.
Defective videos
If a delivered video has a clear technical defect, such as a frozen picture, sound that is missing, broken or out of sync with the picture, or a length or part of the song different from what you chose, report it within 14 days by emailing support@oomvoo.com with the video link. If we confirm the defect, we return its credits. A video that plays as described but whose look you do not like uses its credits; the free preview lets you see the style before you pay. This voluntary policy does not limit any refund or withdrawal right you have under the consumer law that applies to you.
What happens to credits after a refund
When a payment is refunded or disputed, the unused credits from that purchase are removed from your account. Disputing a charge with your bank instead of contacting us first can lock the account while we review it.
Expiry, receipts and support
Credits never expire and there is no subscription to cancel. For a receipt or an invoice, or anything else about an order, email support@oomvoo.com; we reply within 3 business days.