Refund policy

1. Digital Products

Peeka credits are a digital product. Once purchased, credits are immediately delivered to your account and are available for use. Due to the nature of digital goods, all credit purchases are generally non-refundable once delivered. This policy outlines the specific circumstances under which refunds may be issued.

2. When We Issue Refunds

We will issue a refund or credit compensation in the following cases:

• Failed or blocked creations: If a clip, image or Studio scene fails or is blocked (for example by a safety or copyright check), its credits come back to your balance automatically. There is nothing to request. If credits were taken and did not come back, contact us and we will return them.
• Duplicate payment: If you were charged more than once for the same purchase, we will refund the duplicate amount in full.
• Extended service unavailability: If the service is unavailable for more than 48 consecutive hours during a period in which you purchased credits, you may be eligible for a refund of that purchase.
• Unauthorized transaction: If a payment was made from your account without your authorization, you must report it within 7 days of the transaction date to be eligible for a refund.

3. Non-Refundable Cases

Refunds will not be issued in the following situations:

• Unused credits: Credits do not expire, but unused credits are not eligible for a refund.
• Content quality dissatisfaction: Dissatisfaction with the quality, style, or output of AI-generated videos is not grounds for a refund.
• Policy violation termination: Credits remaining in an account that is terminated due to a violation of our policies are forfeited and non-refundable.
• Referral commission credits: Credits earned through the referral program are promotional and cannot be refunded.
• Credits already used: Credits that have already been consumed for video generation cannot be refunded.

4. Chargebacks

We strongly encourage you to contact us before initiating a chargeback with your bank or payment provider. Filing a chargeback without first contacting Peeka may result in immediate suspension of your account pending investigation.

We will cooperate fully with Stripe's dispute resolution process. If a chargeback is filed:

• Your account may be suspended until the dispute is resolved.
• Any referral commissions that were earned from the chargebacked payment will be reversed.
• If the chargeback is found to be fraudulent, your account will be permanently terminated.

5. How to Request a Refund

To request a refund, email contact@peekaai.com within 14 days of the transaction date. Please include the following information:

• Your account email address
• Transaction ID (found in your payment confirmation email or account history)
• A description of the issue and the reason for your refund request

We will review your request and respond within 3 business days. Approved refunds will be processed within 5-10 business days and returned to the original payment method used for the purchase.

6. Consumer Protection

This refund policy is issued in accordance with applicable consumer protection law. As Peeka credits are digital goods delivered immediately upon purchase, exemptions for digital goods apply. Consumers retain the right to seek recourse through the competent consumer protection authority in their jurisdiction.

7. Pricing and VAT

All prices displayed on Peeka are denominated in AED and are inclusive of applicable taxes.

8. Contact

For refund requests, payment inquiries, or questions about this policy, contact us at contact@peekaai.com.

Peeka