Refunds & Cancellations

Last updated: 2025-10-24 (SGT)

Cento AI is a digital video generation service with predictable monthly credits. The following policies satisfy Stripe's consumer protection requirements and govern how we process refunds, cancellations, and billing disputes.

Refund window

  • You may request a full refund within 7 days of your first successful payment if less than 20% of the current cycle credits have been consumed.
  • Send the registered email address and Stripe payment reference (payment intent or charge ID) to [email protected]. We respond within three business days and coordinate refunds through Stripe.
  • As a digital service, heavy usage that is not related to quality issues may be deemed ineligible for refund.

How to cancel

  • Use Manage Billing (/dashboard/billing) to cancel renewals at any time. Cancellations apply to the next billing cycle; you keep remaining credits until the current period ends.
  • If you cannot access the portal, email [email protected] and we will assist manually within three business days.

Billing disputes

  • Report suspected billing errors within seven days of the invoice date. Provide the invoice number, account email, and a short description. We will investigate and, if needed, issue an adjustment through Stripe.

Support availability

  • Support inbox: [email protected]
  • Response time: within three business days (Monday – Friday, excluding public holidays).