At Sora, we value your satisfaction and strive to ensure a positive experience using our AI video generation platform. This Refund Policy explains when and how refunds may be issued for payments made through Sora.
1. Eligibility for Refunds
Refunds may be granted under the following conditions:
- Unused Credits: Users may request a refund for any unused credits at a rate of $0.01 (1 cent) per credit.
- Technical Issues or Failed Generations: Refunds may also be considered for failed video generations, billing errors, or accidental charges.
- Proof of issue (e.g., screenshots, transaction details) must be submitted with the refund form for review.
Refunds are not guaranteed for cases outside these conditions and are subject to verification.
2. Request Process
To request a refund:
- Complete the Refund Request Form using the link provided at the bottom of this page.
- Send an email to sorabuild01@gmail.com with the subject line: "Refund Request for Sora." Include your account email, payment receipt, and reason for refund.
This dual-step process ensures that your request is received and reviewed promptly.
3. Review and Processing Time
- Refund requests are reviewed and processed within 3–5 business days after submission and verification.
- Approved refunds will be returned via the original payment method through Stripe.
- Once processed, users will receive a confirmation email.
4. Important Notes
- Refunds are calculated only for unused credits or verified service issues.
- Fraudulent or repeated refund requests may lead to account suspension.
- Processing times may vary depending on your bank or payment provider.
5. Contact Information
If you have questions or concerns about your refund, contact:
📧 sorabuild01@gmail.com