THE SMALL PRINT · OCTOBER 30, 2026
Refunds — Lorenzo Zurzolo AI
Automatic credit returns, unused-pack refunds and help with a broken finished edit.
When an edit cannot finish
A video costs ten credits. If processing reaches a final failure, we restore those ten credits to your account. You do not need to submit a refund form for that return. A queued job is still in progress; it is not a failed attempt simply because it takes longer than expected.
A purchase you have not used
Contact us within seven days of buying a credit pack to request a refund for its unused balance. If you have already spent part of the pack, the eligible refund is the corresponding unused fraction of the purchase price. Credits that have been restored after a failed video remain available in your account.
A finished result with a visible problem
Personal preference alone does not make a completed video refundable. Please use your free first attempt to judge the format before purchasing a pack. If an edit finishes but plainly fails at its task—for example, your appearance is missing or a scene is visibly broken—send its My videos link within seven days. We will examine the result and return the credits when the problem is confirmed.
Contact and payment timing
Write to support@lorenzozurzoloai.com using your account email. Include the purchase date and order information; for a video problem, include the edit’s link as well. An approved purchase refund is sent through the original payment method. Your bank may need five to ten business days to display it.
Resolving a dispute
Please give us a chance to investigate before initiating a payment dispute. An account with an unresolved chargeback may be paused while the payment is reviewed. This policy does not remove any rights that applicable consumer law gives you.