Refund Policy

visor.media

Effective: 2026-09-19

This policy explains when money and credits come back to you, how, and how long it takes. It is part
of the Terms of Service published on visor.media, and it uses the same words for the same things:
credits are what you spend on each job, and a pack is what you buy to get them.

1. In short

• A job that fails costs you nothing. Credits come back automatically. You do not have to ask.
• A job you stop is refunded in full if it had not started rendering, and otherwise only for the

  part that had not yet been rendered.

• A job that finished is not refunded. The price shown before you pressed submit was the final

  price, and the work was done.

• A pack you have not used at all comes back in full within 14 days, for any reason. Nothing

  deducted, no explanation needed.

• A pack you have only dipped into for its bonus credits can still be handed back within 14 days,

  and you choose between 110% of its value in credits and your money back — Section 8 gives the exact
  amount.

• If a PayPal payment is refunded or reversed, the credits it added are taken back — all of them,

  including any bonus.

• Ask us anything about a payment at contact@visor.media. Section 14 says how quickly we reply.

2. What credits are

Credits are the unit you spend on work on visor.media. Credits are not money and not a currency.
They have no cash value, cannot be transferred or given away, and cannot be withdrawn — except in the
situations this policy creates: the 14-day return of an unused pack and the 14-day buy-back, both in
Section 7, and the refund of the unused portion when your account ends in Section 11.

Credits you paid for do not expire. Packs carry no expiry date.

Bonus credits are a gift. Some packs include bonus credits, stated on the pack. They are not part
of what you paid for, have no cash value and do not expire. Section 9 sets out the only four
situations in which they are taken back.

Paid credits are spent first. When you use the service, we deduct the credits you paid for first,
and only draw on bonus credits once the paid ones are used up. This works against you in a refund,
so we say it plainly: the longer you use the service, the smaller the refundable part of your balance
becomes, because what is left over is increasingly bonus, and bonus refunds no money.

3. How you pay

Today PayPal is the only payment method on visor.media. Packs are priced in US dollars. There is
no bank transfer and no other rail.

You pick a pack from the list on the Credits page and pay through PayPal. You can only buy a pack
that is on the list at that moment. Your card and bank details are entered on PayPal's pages and
never reach us; what we keep is the record of the purchase — amount, transaction reference, pack and
date.

Who processes the payment. Purchases are processed by our payment partners — currently PayPal. We
may also sell through a merchant of record, in which case that partner's checkout terms and tax
handling apply to the payment step. Whoever processes it, this policy governs what comes back to you
and when.

Credits arrive as soon as the payment succeeds, and exactly once. If a payment succeeds but no
credits appear, tell us at contact@visor.media — that is the fastest thing we fix, and Section 14
gives the deadline.

4. When you are charged for a job

The form shows the exact price before you submit. The number of credits shown is the number
deducted — not an estimate.

Credits are deducted when you submit, before the job runs.

A finished job never costs more than the price shown, even if it took longer than estimated.

If your balance is too low, the job is refused on the spot. Nothing is created and nothing is
deducted.

Some small previews are produced at no cost. Nothing is charged for them, so nothing is refunded
if one fails.

5. When a job fails or you stop it

This is automatic. You never have to ask, and there is no form to fill in. The credits go back to
your account as the job reaches its end state, and every return appears in your wallet history.

Where we cannot measure how far a stopped job got, we return the whole amount. The doubt goes your
way.

Stopping a job near the end leaves little to return. That is what "the part not yet rendered"
means, and it is worth knowing before you press stop.

If a failed job is later made good. Where a job failed, its credits were returned, and a re-run of
it then succeeds and delivers your result, the charge for the delivered result stands — you pay once,
for the work you actually received, and not for the attempt that failed.

6. Compensation when we are slow

Where the time from your submitting a job to its completion goes well beyond the ordinary level, we
may automatically add compensating credits for that job. The compensation is credited to your account
and appears in your wallet history. You do not have to ask.

7. Handing back an unused top-up — 14 days

A pack you have not touched: your money back, in full

**If you have spent none of the credits from a pack — neither the paid credits nor any bonus that
came with it — you can return that pack within 14 days of buying it and get back the full amount you
paid, with nothing deducted.** For any reason, or for no reason: you do not have to explain. Write to
contact@visor.media.

Spending a credit starts the service. Once you spend any credit from a pack, the service you
bought has begun with your agreement, and that pack follows the buy-back rules below instead of the
full-refund rule above.

Every other pack: the 14-day buy-back

**Within 14 days of a top-up, if you have not used any of the credits you paid for in it, you can ask
us to buy the whole top-up back.** Write to contact@visor.media. This is the route for a pack whose
bonus credits have been used but whose paid credits have not.

This applies to every pack bought on visor.media, whoever processed the payment.

The conditions, in full:

• Within 14 days of the top-up.
• None of the paid credits from that top-up used. Using bonus credits does not by itself close the

  window — the test is the paid part.

• The whole top-up, or nothing. We do not buy back part of an unused balance.
• Bonus credits granted with that top-up are taken back when we buy it back.
• After 14 days, or once you have used any paid credit from that top-up, we do not buy it back.

What this is and is not. It is an offer we make voluntarily. It is not a penalty, not a deduction,
and not a condition imposed on you for stopping using the service. You do not have to give a reason.

Where the law gives you a withdrawal right, that right wins. If the law of the country where you
live gives you a right to withdraw from the transaction, this section does not limit it: you get
everything back, with nothing deducted at all.

8. How you receive a buy-back

This section is about the buy-back. A pack you have not touched at all is returned in full under
Section 7, to the way you paid, with nothing deducted.

When we accept a buy-back request, you choose how to take it:

• In credits — 110% of the value of the top-up. Added to your account immediately, with nothing

  deducted and no waiting.

• In money — back to the PayPal account you paid from, at the buy-back price below, within 7

  working days.

The two options rank equally. Either choice is yours and you do not have to explain it. If you do
not choose within 7 days, we pay in money.

The buy-back price is the amount you paid for that top-up, less the fee the payment provider
charged and does not return to us when a transaction is reversed. We state that fee as a specific
amount for your transaction in the confirmation message, and you can ask us to produce the supporting
document. For small top-ups we buy back at exactly what you paid, with nothing deducted.

Again: where the law where you live gives you a statutory withdrawal right, nothing is deducted.

9. Bonus credits and when they are taken back

Bonus credits are a gift that comes with a pack: not part of what you paid for, no cash value, no
expiry, and not counted in the buy-back amount.

**Bonus credits are taken back in exactly four situations, and only the bonus granted with the top-up
concerned:**

1. that top-up is bought back by us, or is refunded in whole or in part;
2. the payment for that top-up is cancelled, declined, returned as a chargeback, or is in fact not

   paid;

3. more bonus credits were added than the pack stated, because of a system error — in which case we

   take back only the difference;

4. the bonus arose from fraud, or from a breach of the conditions of the promotion.

Outside those four situations we do not take bonus credits back.

10. If a PayPal payment is refunded, reversed or disputed

When PayPal refunds or reverses a payment to us, we take back the credits that payment added. That
includes any bonus credits granted with it. This applies equally whether the reversal is a refund we
issued or the result of a dispute or chargeback you raised with PayPal.

A partial PayPal refund removes the credits of the whole pack. We sell packs whole and we buy them
back whole; we do not work out a fraction of a pack against a partial cash refund. If you want part
of a purchase back, ask us at contact@visor.media instead of raising a partial dispute — we will
almost always be able to sort it out faster and with a better outcome for you.

Your balance can go below zero. If you have already spent the credits a payment added and that
payment is then reversed, the amount still comes off. Your balance can end up negative. Nothing is
charged to you to cover it and we do not pursue you for it — but you cannot start new work until your
balance is back above zero, which topping up again will do.

If you think a charge is wrong, tell us before you raise a dispute. Section 14 sets out how
quickly we respond to a payment problem — 24 working hours to acknowledge, 3 working days to resolve.
Raising a dispute is always your right, and nothing here takes it away; it is simply slower and
costlier for both of us than an email.

Out-of-order events. If PayPal tells us about a reversal before it has told us about the payment
itself, we hold the reversal and apply it the moment the payment settles. You are never credited for
a payment that was reversed.

11. When your account ends

**When your account is terminated, or the contract ends for any reason, we refund the amount
corresponding to the part of the service you have not used.**

How it is worked out. The refund is calculated on the credits you paid for:

your remaining paid credits ÷ the total paid credits you have bought × the total amount you have
paid

Bonus credits are not refunded in money. And because every job draws on paid credits first (Section
2), the refundable part shrinks as you use the service — once the paid credits are used up, what
remains is bonus, and there is no money to return.

We pay within 30 days of termination, by the payment method you used, unless you agree to another
method. The 30 days run from when the termination takes effect — which, if you asked for it, is when
you sent the request, not when we acknowledged it.

This applies however the account ended, including when we terminated it for a breach of the Terms.

12. What may be deducted

We deduct from a refund only the following, and nothing else:

1. the value of the part of the service you used;
2. actual damage your breach of the Terms caused to us or to a third party — supported by evidence,

   and set out in the notice we send you;

3. an amount tied to a payment under suspicion of fraud, under investigation, subject to a

   chargeback, or subject to a hold required by a competent authority — for as long as that
   investigation or requirement lasts.

We state the amount and the basis of every deduction. You can contest a deduction through the
complaints route in Section 14. Nothing in this section restricts your rights under the
consumer-protection law that applies to you.

We never apply a percentage deduction, a cancellation fee or an administration charge. There are
none in this policy, and there are none in the product.

13. Your statutory rights

Nothing in this policy reduces a right the law gives you. Where the mandatory consumer-protection
law of the country where you live gives you a right to cancel, to withdraw, or to a refund that is
better than what this policy offers, that right applies and this policy does not limit it.

If you believe you have such a right, write to us and say so. We would rather apply it than argue
about it.

14. How to ask, and how long we take

Write to contact@visor.media. Tell us your account, what happened, and — for a payment problem —
the date and the transaction reference.

Job refunds under Section 5 and compensation under Section 6 are automatic and need no request. A
return or buy-back under Section 7, a refund on termination under Section 11, and any dispute about
an amount do need a message from you.

Our deadlines, counted from when we receive a request containing the information above — not from
when we acknowledge it:

For a complex matter we may extend once, by up to 7 further working days, and we tell you why before
the original deadline passes. **Working days exclude Saturdays, Sundays and public holidays in
Vietnam.** Time spent waiting for information we have asked you for does not count towards the
resolution deadline.

Every credit movement is in your wallet history, with its date and time. That history is the record
of what was charged, returned and compensated, and it is where we both start when something is
disputed.

15. Contact

HKD VISOR STUDIO

• Website: visor.media
• Email: contact@visor.media
• Registered address: 32/233 Nguyen Duc Canh Street, An Bien, Hai Phong, Vietnam
• Telephone: 0931226166 — the registered business telephone number. It is not a support line and

  is not staffed for customer enquiries.

Email is the channel for everything in this policy. Write to contact@visor.media.