Refund policy
Help with failed generations, payment problems and credit corrections.
Effective
Failed generation
If a technical generation failure prevents delivery of your video, we support restoring the credit used for the failed generation or issuing a refund after reviewing the order. Contact support to arrange the resolution; a failed status does not automatically initiate a refund.
We check the original payment, credit use and generation task before resolving the issue. If a task is still running or its result is uncertain, we first check that task so you are not charged again for an unnecessary new attempt.
Payment and credit problems
If you see a duplicate charge, a confirmed payment without credits, or an incorrect credit deduction, contact us with the purchase or order number. We reconcile the payment and account records and correct verified errors. Do not send your full card details, password or private access links.
A cancelled or pending checkout is not a confirmed purchase. If you are unsure whether payment completed, check My videos or contact us before paying again.
Photo review and quality questions
Photos must pass review before a generation credit is used. If an upload is rejected, follow the photo guidance or contact support. If you believe a credit was deducted despite rejection, include the order number so we can check it.
AI results can vary in facial likeness, motion and details. If a delivered video has a playback problem or a quality issue, describe the problem and the time in the clip where it occurs. We review the specific issue; this policy does not promise automatic refunds for every difference from the example.
How to request help
Email contact@zombiegenerator.com from your account email where possible. Include the order or purchase number, what happened, and whether you are requesting credit restoration or a refund. We reply within 2 business days. A reply is not a guarantee that a payment-provider refund will finish within that period.
Approved monetary refunds are handled through the original payment process where supported. The time for funds to appear depends on the payment provider and your payment method. Credits associated with a refunded payment may be revoked. This policy does not limit rights you have under applicable law.