Refund Policy

This Refund Policy explains when and how refunds may be issued for purchases made on ScenorAI, operated by Paul Lenyn Cuao Alcántara (doing business as ScenorAI), based in Bogotá, Colombia.

1. Try Before You Buy

Every new account receives a complimentary credit allowance so you can fully evaluate the Service before committing to a paid plan. We strongly encourage you to use these credits to confirm that the Service meets your needs prior to purchase.

2. General Policy

All sales are final. By purchasing credits or a subscription, you acknowledge and agree that:

• No refunds will be issued for credits that have been consumed.
• No refunds will be issued for unused credits remaining on your account at the time of cancellation.
• Subscriptions can be cancelled at any time and will not renew at the next billing cycle, but no prorated refunds are issued for the remaining portion of the current billing period.

3. Statutory Rights

Nothing in this Policy limits any non-waivable rights you may have under applicable consumer-protection laws. In particular:

• European Union / EEA / UK. If you are a consumer resident in the EU, EEA, or UK, you may have a 14-day right of withdrawal for digital services. By starting to use the Service (e.g., generating a video) before the 14-day period has elapsed, you expressly request immediate performance and acknowledge that you lose the right of withdrawal once the service has been fully performed.
• Colombia. Where Law 1480 of 2011 (Estatuto del Consumidor) grants a right of retracto for distance contracts, that right will be honored in accordance with the law.
• Other jurisdictions. Where local law grants you a refund right that cannot be waived, we will honor it.

4. Exceptional Circumstances

We may, at our sole discretion, issue refunds outside of this Policy in cases such as:

• Duplicate or accidental charges;
• Material service failures attributable to us where the issue cannot be remedied by re-running the affected job;
• Fraudulent charges that are reported promptly.

5. How to Request a Refund

To request a refund under sections 3 or 4, email [email protected] from the email address on your account, including:

• Your account email;
• The order or transaction ID;
• The reason for the request and any supporting evidence.

Approved refunds are issued to the original payment method through our Merchant of Record. Processing times depend on your card issuer or payment provider.

6. Chargebacks

If you initiate a chargeback without first contacting us, we may suspend or terminate your account. We ask that you reach out before disputing a charge so we can resolve the issue directly.

7. Contact

Questions about this Refund Policy? [email protected].