Refund & Delivery Policy

• VVCoin (VVC) is a prepaid credit used only on VV You. Once a top-up has been completed, VVC is not refundable to cash.
• If something goes wrong on our side (a generation fails, or a video doesn't pass our quality review), what you spent is returned automatically: VVC as VVC, Bonus Coins as Bonus Coins.
• Money is refunded to your original payment method only in three cases: a duplicate charge, a charge for the wrong amount, or a charge you did not authorize. Each is described exactly below.
• There are no subscriptions and nothing is charged automatically. Every payment is a single top-up that you start yourself.

• Top-ups are charged in US dollars (USD) or Malaysian ringgit (MYR), as you choose on the top-up page. If you pay in a currency other than your bank's own, your bank may add its own currency-conversion or foreign-transaction fee.
• VVC is added to your account balance as soon as the payment is confirmed, usually within a minute. You can see it on your Account page.
• Everything we sell is digital. Nothing is shipped.
• When you order a video, most videos are generated within about 30 minutes. Each video then goes through our quality check — automatic, and by a person when needed — before it is released to you. Sometimes it takes longer — for example when many orders arrive at once, or a provider we use is slow or briefly unavailable. If your video would have to wait to start, we tell you before you pay and show the latest time it will start. If your video has not been delivered within 24 hours of your order, or has not started by the time we showed you, we cancel the order automatically and return everything you spent on it (VVC as VVC, Bonus Coins as Bonus Coins), and you can order again.
• Your finished video appears on its order page (linked from your Account page), where you can watch, download and share it. We also email you when it is ready.
• Delivered videos are kept for at least 30 days after delivery. Please download any video you want to keep.

• A video or scenario request fails for a technical reason: the VVC spent on it is returned automatically and in full.
• A finished video does not pass our quality and safety review: the VVC spent on it is returned in full.
• A video is not delivered within 24 hours of your order, or a waiting order has not started by the latest time we showed you: the order is cancelled and what you spent on it is returned automatically and in full.
• VVC is not returned when a request is rejected because it deliberately breaks our Terms of Service or Acceptable Use Policy.
• Bonus Coins spent on a request that fails or does not pass our review come back as Bonus Coins, valid until their original expiry date or for 30 days from the day they come back, whichever is later.

Starter, Standard and Double videos, and Starring You full films and highlights, include one free fix if the delivered video has a real defect. Trial videos (and Starring You trailers, which are no longer sold) do not include a free fix.

A real defect means: the character looks clearly different in some scenes; the picture is distorted or glitchy (faces, hands, objects); a narration line is mispronounced or a subtitle is wrong; or a scene clearly does not match the scenario you chose. Not liking the story, changing your mind, or differences from a sample or demo film (every film is generated separately) is not a defect.

• Ask within 7 days of delivery, using the "request a free regeneration" button on the video's page or by emailing us. Tell us what is wrong and where (for example, scene 3). Each video can be fixed free of charge once.
• Every request is first checked automatically (the same checks every video goes through before delivery); if the automatic check does not confirm a defect, a person reviews it. If it is approved, we redo only the affected parts of the same video (same package, story, script and character), and the corrected version replaces the old one on the same page and link. We email you when it is ready.
• A free fix never becomes a different, longer or higher-package video, and it does not return VVC.

Within 7 days of a highlight's delivery, what you paid for it (VVC and Bonus Coins) counts in full toward the full film of the same story with the same character, so in total you pay the same as buying the full film directly (never less). Each highlight counts toward one upgrade only; if the upgraded film fails and is refunded, the highlight counts again. The credit is not paid out in VVC or cash.

We refund a payment to the original payment method in these three cases only:

• Duplicate charge: you were charged more than once for the same single top-up (for example, the same payment went through twice). We refund the extra charge(s).
• Wrong amount: the amount taken from your card is different from the amount shown and confirmed at checkout. We refund the difference.
• Unauthorized charge: the payment was made with your card by someone who did not have your permission. We refund the charge, remove any VVC from that payment that has not yet been spent, and may suspend the account that was used.

When we refund a payment (or part of it), the VVC that the refunded amount bought is removed from your balance, as far as it has not been used.

How to ask: email us at support@vvyou.com within 60 days of the charge, with the email address of the VV You account, the date and amount of the charge, and which of the three cases applies. Never send your full card number — the last 4 digits are enough.

We check every request against our payment records. We aim to reply within 2 business days and to issue an approved refund within 5 business days. How long the money takes to show up depends on your bank, often 5–10 business days.

If we issue a refund in the cases above, it will be returned to your original payment method (your card, bank account for online banking, or e-wallet) in the currency you paid in. The time it takes depends on your bank or e-wallet provider.

If you open a dispute (chargeback) with your bank for a payment, the VVC from that payment is removed from your balance while the dispute is handled by your bank, and restored if the bank decides in our favour. Contacting us first is usually the fastest way to fix a billing problem.

• Change of mind after a top-up has been completed.
• Unused VVC balance, including when you close your account or stop using VV You.
• VVC already spent on scenarios, unlocks, videos or face characters (the ways VVC is returned for these are listed above).
• Dissatisfaction with generated content that is not a defect covered by the free fix above.
• Bonus Coins, used or unused: they are a free promotional credit and were never paid for.

• A top-up is completed the moment the payment is confirmed; it cannot be cancelled afterwards (except in the three refund cases above).
• A video order uses computing resources as soon as its making begins, so it cannot be cancelled after that. An order that is still waiting to start can be cancelled on its order page, and what you spent on it is returned at once. If an order fails, the VVC is returned automatically.
• There is no subscription to cancel.

Payments are processed by our licensed third-party payment processor. We never see or store your full card number. The charge appears on your bank or card statement as VVYOU.COM.

Nothing in this policy limits any rights you have under mandatory consumer-protection law.

Questions about a payment or refund: support@vvyou.com

VV You is operated by VVYOU EMPIRE (202603257514), Kuala Lumpur, Malaysia.