Effective date: October 6, 2026
If a translation job fails or is canceled, any credits debited for that job are automatically returned to your VinnerVi balance. This includes failed attempts caused by inaccessible or unsupported source videos. A job that was never charged has no credits to return. A completed job with a translation-quality complaint is different from a failed job; contact support if you need help with a completed result. Returning job credits is not a monetary refund of a credit pack or subscription.
To prevent unnecessary resource usage, each video URL is limited to 5 failed attempts per hour per translation mode (Speech Translation or Subtitle Translation), shared across all users. If a video repeatedly fails, it typically means the video cannot be processed (e.g. age-restricted, geo-blocked, or otherwise unavailable). Credits from all failed attempts are refunded automatically.
Credit purchases are final except where a refund is approved by the applicable payment provider or required by law. For purchases made through an Apple app, monetary refund requests are handled by Apple under Apple's refund policies. For purchases made in the Android app, request a monetary refund through Google Play under Google's refund policies, or contact VinnerVi support for assistance. For purchases made on the VinnerVi website, contact [email protected].
Canceling a subscription stops future renewal and takes effect at the end of the current paid billing period. It does not automatically refund the current period. Apple subscriptions must be managed or canceled in your Apple Account subscription settings; website subscriptions can be managed through the billing controls provided by VinnerVi or Stripe. Android subscriptions can be managed or canceled through Google Play's Payments & subscriptions settings.
Cancel any active VinnerVi subscription in Google Play before deleting your Android account. For in-app deletion, where available, VinnerVi checks Google Play subscription billing status but does not cancel, refund or revoke subscriptions during deletion. If billing may continue or its status cannot be checked, the account is kept and you can retry. Access and unused credits are lost immediately on successful deletion, even if a paid period remains. Old Google Play purchases do not transfer to a new Android account. Deleting an Apple account does not cancel its subscription; cancel it separately in Apple Account subscription settings to prevent future charges. If the same Apple identity later creates a new account, an ongoing Apple subscription may be restored; deleted credits and history are not restored. For website subscriptions, use the billing controls provided by VinnerVi or Stripe, or contact support if those controls are unavailable.
A refund of a purchase and a refund of credits for a failed translation are different. Where a purchase is refunded or reversed, the associated credit grant or subscription entitlement may be reversed under the service's credit-ledger rules and applicable law. Credits belong to the Android, Apple, or website account on which they were granted; a refund does not move them to another platform.
Because translation jobs use credits, we encourage you to start with the free trial credits to confirm the service meets your needs before purchasing.
If you believe you were charged in error or have a concern about a transaction, please contact us at [email protected] and we will work with you to resolve the issue.
Purchases in the iOS, iPadOS, and macOS apps are processed by Apple In-App Purchase. Purchases on the VinnerVi website are processed by Stripe. Purchases in the Android app are processed by Google Play Billing. The payment provider handles the payment method, applicable taxes, and payment disputes under its policies.