Refund Policy

Last updated: January 20, 2026

Introduction

This Refund Policy explains the circumstances under which refunds may be available for Hunyuan 3D services and purchases.

Subscription Refunds

We offer a tiered refund system for subscription services based on your actual usage.

Eligibility Requirements

• Time Window: Request must be made within 14 days of first subscription purchase
• First-time Only: Applies to first-time subscribers only

Three-Tier Refund System

Usage Level	Refund Type	Details
≤ 300 credits	Full Refund	100% refund regardless of plan size
300 credits ~ 50%	Pro-rata Refund	Refund = Payment × (1 - Usage%)
> 50%	No Refund	Not eligible for any refund

Note: Sign-up bonus credits (30 credits) are excluded from usage calculation.

Refund Examples

Example 1: Full Refund Eligible

• Plan: Pro ($39.90, 4,800 credits)
• Credits used: 250
• Result: Full refund $39.90 (usage ≤ 300 credits)

Example 2: Pro-rata Refund

• Plan: Pro ($39.90, 4,800 credits)
• Credits used: 960 (20%)
• Result: $31.92 refund ($39.90 × 80%)

Example 3: No Refund

• Plan: Pro ($39.90, 4,800 credits)
• Credits used: 2,880 (60%)
• Result: No refund (usage > 50%)

Credit Pack Refunds

One-time credit pack purchases follow the same tiered system:

• Time Window: Request must be made within 7 days of purchase
• ≤ 300 credits used: Full refund
• 300 credits ~ 50% used: Pro-rata refund
• > 50% used: No refund

Non-Refundable Items

The following are not eligible for refunds:

• Sign-up bonus credits (30 credits provided free upon registration)
• Subscriptions or credit packs with usage exceeding 50%
• Requests beyond the refund time window (14 days for subscriptions, 7 days for credit packs)
• Enterprise custom plans (subject to separate agreement)

Response Time Commitment

We commit to responding to all refund requests within 3 business days.

Subscription Management

You can manage or cancel your subscription anytime through your user dashboard. Subscription changes will take effect at the next billing cycle.

Refund Process

1. Submit Request: Contact our support team with your account email and order details
2. Review: We will review your request within 3 business days
3. Processing: Approved refunds will be processed to the original payment method within 5-7 business days

Contact

For refund requests, contact us at Contact Support

Please include:

• Your account email address
• Order/subscription ID
• Reason for refund request