Refund & Dispute Policy

Last updated: June 2025

1. Scope

This policy applies to credits purchased through Mountsea AI and used on Verzivo, and related paid services.

2. General Principles

Verzivo uses a prepaid credit model. Credits are available on this platform after purchase.

Credits consumed for AI generation tasks are generally non-refundable, regardless of whether results meet your expectations.

3. Refundable Cases

You may request a refund or credit compensation when:

Duplicate charge: the same order was charged more than once
System error: credits were incorrectly deducted due to our system fault
Credits not received: payment succeeded but credits not credited within 24 hours
Unused credits: full refund within 7 days of purchase if credits were never used
Extended outage: service unavailable for 72+ consecutive hours due to our fault

4. Non-Refundable Cases

Refunds are not available for:

Credits used for AI generation tasks (including failed tasks where the call was initiated)
Credits consumed when AI model safety policies reject generation
Failures caused by violating content policy or uploading prohibited materials
Subjective dissatisfaction with output quality, style, or creative direction
User error (e.g., duplicate task submission)
Unused credits beyond the 7-day refund window

5. Refund Process

To request a refund:

Email hy@mountsea.ai or contact us via WeChat support
Provide your registered email, order number (if any), description, and screenshots
We will review and respond within 3 business days
Approved refunds are returned to your original payment method within 5–15 business days

6. Dispute Resolution

If you disagree with a credit deduction, task failure, or refund decision, please contact support first.

We will provide a resolution within 5 business days of receiving your dispute.

Unresolved disputes may be pursued as described in our Terms of Service.

7. Credit Compensation

For task failures caused by our system errors where credits were deducted, we will restore credits to your account after verification, rather than issuing a cash refund.

8. Contact

Refund and dispute inquiries: hy@mountsea.ai

Company: CORUNYO TECHNOLOGY LIMITED

Address: Room I-1, 4/F, Block 2, Golden Dragon Industrial Centre, 162-170 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong