Refund Policy

Overview

This Refund Policy explains how MiniMax H3 reviews requests involving paid credit purchases, failed credit delivery, duplicate charges, billing errors, and generation-related issues. It applies to credit purchases and paid video generation on minimax-h3.app and works alongside our Terms of Service.

MiniMax H3 offers one-time digital credit packs for AI video generation and related operations. Because credits may be used immediately and generation consumes compute resources, purchases are generally non-refundable once paid credits from that purchase have been used.

Failed or Rejected Generations

Credits deducted for failed or rejected generations are automatically returned to your account balance. This returns generation credits; it does not refund the original credit-pack payment to your payment method.

If a failed or rejected task has not returned its credits, contact support with the task ID and account email so we can investigate and correct the balance.

Credit-Purchase Refunds

We may approve a refund when a payment succeeded but credits were not delivered, you were charged more than once for the same order, a billing error occurred because of a technical problem on our side, a generation task incorrectly consumed credits because of a technical error, a refund is required by applicable law, or you request a refund within 7 days of purchase and none of the paid credits from that purchase have been used.

If any paid credits from a purchase have been used, that purchase is generally not eligible for a refund. Approval is determined after reviewing the relevant payment, account, credit, and task records.

Non-Refundable Cases

We generally do not issue refunds for used or partially used credit packages, completed generations, normal AI variation, dissatisfaction with creative results, prompts that do not match subjective expectations, signup credits, promotional credits, bonus credits, referral credits, trial credits, purchases outside the applicable refund window, or accounts involved in policy violations.

AI video generation is probabilistic. Motion, timing, prompt adherence, composition, likeness, style, and quality can vary between generations. Normal variation, unwanted style, prompt misunderstanding, or a result that requires additional prompt refinement does not automatically qualify for a refund when the service functioned as intended.

Failed Delivery or Duplicate Charges

If payment succeeded but credits were not added to your account, or if you believe you were charged more than once for the same purchase, contact support with your account email, order reference, purchase date, and payment receipt or other relevant evidence.

If we confirm that credits were not delivered or a duplicate charge occurred, we may add missing credits, correct the account balance, issue a refund for the affected purchase, or take another reasonable corrective action.

Technical Errors

Failed or rejected generation credits are returned automatically as described above. If another technical problem causes an incorrect charge, prevents purchased credits from being delivered, or leaves an incorrect balance, contact support. After reviewing the payment and task records, we may correct the balance, deliver missing credits, or approve a purchase refund where eligible.

Technical errors do not include normal AI generation variation, prompt misunderstanding, unwanted style, low subjective quality, or outputs that require additional prompt refinement.

Promotional and Free Credits

Promotional, bonus, referral, trial, signup, or complimentary credits are not refundable, transferable, or redeemable for cash. Free credits do not create refund value.

Chargebacks and Payment Disputes

If you believe there is a billing issue, please contact us first so we can investigate. Filing a chargeback or payment dispute may cause the related account to be suspended, credits to be frozen, future purchases to be restricted, or additional verification to be required while the dispute is reviewed.

How to Request a Refund

To request a refund, email support@minimax-h3.app with your account email, order reference or payment receipt, purchase date, credit package purchased, reason for the request, and any relevant screenshots, error messages, or transaction details.

Submitting a refund request does not guarantee approval. We may review payment records, credit delivery status, credit usage history, task history, account activity, fraud signals, abuse signals, and applicable legal requirements before making a decision.

Processing Time

We aim to respond to refund requests within 3 business days, but complex billing investigations may take longer. Approved refunds are returned to the original payment method whenever possible and typically appear within 5 to 10 business days depending on the payment provider.

Changes

We may update this Refund Policy to reflect changes in our service, payment methods, or legal requirements. Changes take effect when posted on this page, and the “Last updated” date will be revised accordingly.

Contact

For refund questions, contact support@minimax-h3.app.