Refund policy

You only pay for videos you get. Here is exactly when credits or money come back.

Failed renders: automatic

If a video fails, takes far longer than it should, or is blocked by a safety check, the credits it cost go back to your balance automatically. You do not need to do anything.

Faulty videos: report a problem

If a finished video is broken, glitchy, replaces the wrong animal or person, or doesn't look like your pet, open it in My videos and use Report a problem. A person reviews every report, usually within 2 business days, and returns the credits when the result is faulty. Results that work but that you simply don't like are not refunded, which is why the cheaper quick test exists.

Credit packs and the right of withdrawal

Consumers in the EU normally have 14 days to withdraw from an online purchase. Credits are supplied the moment you pay, and at checkout you ask for that and confirm you then lose the right of withdrawal. So a pack cannot be withdrawn once its credits are in your account.

Money refunds

Changed your mind? Within 14 days of buying a pack, as long as you haven't used its credits, you can refund it yourself: Account → History → Refund next to the purchase. The full price goes back to your card (usually within 5–10 days) and the pack's credits are removed. This is a voluntary guarantee on top of your legal rights.

We also refund the price of a pack to your original payment method when:

• you were charged but the credits never arrived;
• you were charged twice by mistake;
• the service did not work as described and we could not fix it within a reasonable time;
• we close your account for a reason other than a breach of the Terms, or shut Furmous down (unused credits).

Email hello@furmous.ai from your account email. We reply within 14 days, and refunds reach you within 14 days of approval. Packs are sold through Link, Stripe's merchant-of-record service, so you can also ask Link support about a payment; Link may check with us and can refund a payment within 60 days of purchase. Refunds include the tax you paid. Credits spent on finished videos and credits returned to your balance are not paid out as money.

Your statutory rights

Nothing here limits your rights as a consumer if the digital content or service does not conform to the contract. See section 13 of the Terms for complaints.