Refund Policy

Last updated: May 14, 2026

Overview

This Refund Policy explains how Sulphur 2 reviews refund requests for paid credit purchases, failed credit delivery, duplicate charges, billing errors, and generation-related issues.

Sulphur 2 sells digital credit packages for online AI video generation. Because credits can be used immediately to create digital outputs and consume compute resources, purchases are generally non-refundable once any credits from that purchase have been used.

General Refund Rule

Paid credit purchases are generally final after credits are used. We may approve a refund when a payment succeeded but credits were not delivered, you were charged more than once for the same order, a billing error occurred because of a technical problem on our side, you request a refund within 7 days of purchase and none of the paid credits from that purchase have been used, or a refund is required by applicable law.

If only part of a credit package has been used, the purchase is generally not eligible for a refund because generation resources may already have been spent.

Unused Credits

You may request a refund within 7 days of purchase if the purchase was made directly on Sulphur 2, none of the paid credits from that purchase have been used, the credits were not promotional or complimentary, and the account is not involved in abuse, fraud, chargeback misuse, or policy violations.

Once any paid credits from a purchase are used, that purchase becomes non-refundable, even if unused credits remain in the account.

Non-Refundable Cases

We generally do not issue refunds for used or partially used credit packages, completed generations, partially completed generations, failed or interrupted generations where credits were consumed under normal service rules, dissatisfaction with creative results, prompts that do not match subjective expectations, promotional credits, bonus credits, referral credits, trial credits, purchases made outside the refund window, or accounts involved in policy violations.

AI video generation is interpretive. Output quality, motion stability, prompt adherence, visual details, camera behavior, text rendering, and style consistency can vary. Normal AI variation does not automatically qualify for a refund when the service functioned as intended.

Failed Delivery or Duplicate Charges

If payment succeeded but credits were not added to your account, contact us with your account email, order reference, purchase date, and any relevant screenshots or receipts.

If we confirm that credits were not delivered after a successful payment, we may add the missing credits, correct the account balance, issue a refund for the affected purchase, or take another reasonable corrective action.

If you were charged more than once for the same order, we will investigate and may refund the duplicate charge after verification.

Technical Errors

If a technical problem on our side causes an incorrect charge, prevents paid credits from being delivered, or causes a generation task to fail in a way that should not have consumed credits, we may issue account credits, restore credits, or approve a refund after review.

Technical errors do not include normal AI generation variation, prompt misunderstanding, creative dissatisfaction, inconsistent motion, unwanted style, low subjective quality, or outputs that require additional prompt refinement.

Chargebacks and Payment Disputes

If you believe there is a billing issue, contact us first so we can investigate. Filing a chargeback or payment dispute may cause the related account to be suspended, credits to be frozen, future purchases to be restricted, or additional verification to be required while the dispute is reviewed.

Fraudulent chargebacks, repeated disputes, or payment misuse may result in account termination.

How to Request a Refund

To request a refund, email `support@sulphur2.net` with your account email, order reference or payment receipt, purchase date, the credit package purchased, the reason for the request, and any relevant screenshots, error messages, or transaction details.

Submitting a refund request does not guarantee approval. We may review payment records, credit delivery status, credit usage history, generation history, account activity, fraud signals, abuse signals, and applicable legal requirements before making a decision.

Processing Time

We aim to respond to refund requests within 3 business days, but complex billing investigations may take longer. Approved refunds are returned to the original payment method whenever possible.

After a refund is approved and initiated, it typically appears within 5 to 10 business days depending on your bank, card issuer, payment provider, or local payment method. We do not control bank or card issuer processing times.

Credits Instead of Refunds

In some cases, we may offer account credits instead of a payment refund, especially when a minor technical issue affected a small number of generations, credits were delayed but later delivered, the issue does not qualify for a cash refund, or you agree to receive account credits as a resolution.

Account credits have no cash value and cannot be exchanged for money unless required by law.

Promotional and Free Credits

Promotional, bonus, referral, trial, signup, or complimentary credits are not refundable, transferable, or redeemable for cash. The 50 signup credits offered to new accounts are free trial credits and do not create refund value.

If an account receives both paid and promotional credits, we may determine the order in which credits are consumed based on the service's internal credit rules.

Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised date. The Refund Policy in effect at the time of purchase generally applies to that purchase unless a change is required by law or is more favorable to you.

Contact

For refund questions, contact us at `support@sulphur2.net`.