VidSparks | Refund Policy | v1.0 | Effective 21 July 2026
| Field | Value |
| Operator | LOGIC OCTAVE LTD |
| Company number | 15587296 |
| Registered office | 20 Wenlock Road, London, England, N1 7GU |
| Trading name / brand | VidSparks |
| Website | https://vidsparks.com |
| Contact email | info@vidsparks.com |
| Support / complaints | info@vidsparks.com; Monday to Friday, 09:00-17:00 UK time, excluding public holidays |
| Governing law | England and Wales |
| Document version | v1.0 |
| Effective date | 21 July 2026 |
| Important: Token Packs are supplied digitally and normally become non-refundable once credited and used. A qualifying refund or Token restoration may apply for non-delivery, a verified technical defect, duplicate or incorrect charge, unauthorised payment or another mandatory consumer remedy. Approved monetary refunds return to the original payment method. |
1. Introduction and scope
1.1 This Policy explains when VidSparks will consider a monetary refund, Token restoration, replacement service or account correction for one-time Token Pack purchases and generation activity. It applies to purchases made through the VidSparks checkout and should be read with the Terms & Conditions, Payment Policy and Digital Product Fulfilment Policy.
1.2 The Policy separates a payment refund from a Token restoration. A refund reverses money through the original payment route and removes the related Tokens. A restoration returns Tokens after a verified failed generation or ledger error without reversing the underlying purchase.
2. Company details and contact
2.1 Refund requests are handled by LOGIC OCTAVE LTD, trading as VidSparks. Send a complete request to info@vidsparks.com from the Account email where possible. Postal correspondence may be sent to 20 Wenlock Road, London, England, N1 7GU, but email is faster and provides a traceable reference.
2.2 Do not send full card numbers, card security codes, passwords or one-time authentication codes. We normally need the Account email, transaction reference, purchase date, amount, currency, pack description, generation reference where relevant and a concise explanation supported by screenshots or error messages.
3. General position on digital-content refunds
3.1 Token Packs are digital content delivered to an Account. Once Tokens are credited and a Generation Request begins, computational resources may be consumed immediately. A change of mind, unused creative idea, dislike of a subjective Output or failure to read disclosed pack conditions does not normally create a refund right.
3.2 This commercial position does not remove mandatory legal rights. If digital content is not as described, is defective, is not delivered or otherwise fails an applicable statutory standard, the user may be entitled to correction, repeat performance, price reduction or refund depending on the circumstances and applicable law.
3.3 Where immediate digital supply begins during a statutory cancellation period, checkout may request express consent to immediate supply and acknowledgement that the ordinary cancellation right can be lost. That acknowledgement does not waive rights relating to defect, misdescription, non-delivery, unauthorised payment or other non-excludable remedies.
4. Transactions that may qualify
– The Token Pack was paid for but was not credited after the stated fulfilment period and the issue cannot be corrected promptly.
– A technical fault attributable to the Service prevented meaningful use of the purchased Tokens or repeatedly failed a Generation Request without restoring the corresponding Tokens.
– The same purchase was charged more than once, the amount or currency differed from the checkout confirmation, or Tokens were credited to the wrong Account because of a verified platform error.
– The transaction was unauthorised and the evidence supports account compromise, payment fraud or another security event rather than authorised use by the payer or an authorised user.
– A mandatory consumer remedy, court order, regulator direction or card-network outcome requires a refund or price adjustment.
4.1 Eligibility depends on evidence, usage and the remedy that best corrects the issue. A Token restoration may be more appropriate than a monetary refund where the payment and pack delivery were valid but a specific generation failed before meaningful processing.
5. Transactions normally not eligible
5.1 A purchase is normally not eligible where Tokens were correctly credited and consumed by successful generation, the Output was delivered, and the complaint concerns taste, prompt quality, artistic preference, expected virality, commercial performance or a result that was possible within the disclosed probabilistic nature of artificial intelligence generation.
5.2 We also normally decline requests based on an incompatible device or third-party platform, failure to secure credentials, use contrary to the Acceptable Use Policy, attempts to resell Tokens, disclosed provider fees, or a bank exchange rate applied outside our control. Each case remains subject to mandatory law and verified technical facts.
5.3 Promotional or complimentary Tokens have no cash purchase price and are not refundable. They may be corrected or restored where a platform error occurred, but they cannot be converted into money, transferred or used to increase the monetary amount of a refund.
6. Timing of requests
6.1 For ordinary commercial review, submit a request within 14 calendar days after purchase or, for a generation-specific issue, within 14 calendar days after the affected request. Prompt reporting helps us preserve logs and distinguish a service failure from later device, browser or third-party changes.
6.2 A legal right concerning an unauthorised payment, latent defect or other mandatory remedy may have a different deadline. The 14-day operational window does not shorten a period that applicable law or a card scheme makes available. Users should nevertheless notify us without unreasonable delay after discovering the issue.
7. Information we may request
7.1 We may request the Account email, order reference, receipt, billing amount, currency, approximate time, last four digits of the card, PSP reference, affected Token balance, generation identifier, model, settings, screenshots, browser details and the steps already taken. Requests are limited to what is proportionate for the issue.
7.2 For an unauthorised transaction, we may ask whether the cardholder recognises the descriptor, whether another authorised person used the Account, when credentials were changed, and whether the bank has been contacted. We may require identity or authority evidence before disclosing Account data or issuing a remedy to another person.
7.3 Failure to provide reasonably necessary information can delay or prevent a decision. We will not ask for a full card number, card security code, password or one-time authentication code. Sensitive evidence should be transmitted only through an approved secure route where one is provided.
8. Investigation process and service standards
| Stage | Focus | Indicative timing | Output |
| 1. Intake | Confirm identity, transaction, issue and requested remedy | Within 2 business days | Acknowledgement and case reference |
| 2. Triage | Check payment status, Token ledger, generation logs and policy eligibility | Usually 1-3 business days | Request for evidence or preliminary classification |
| 3. Technical / payment review | Reproduce error, consult PSP or provider, assess authorisation and fulfilment | Usually within 10 business days total | Decision or status update |
| 4. Remedy | Restore Tokens, correct Account, approve refund, reject with reasons or offer another lawful remedy | Promptly after decision | Written outcome |
| 5. Funds return | Send approved amount to original payment method | Usually 5-10 business days after processing | PSP confirmation; bank posting may vary |
| 6. Escalation | Senior review of material new evidence or unresolved complaint | Normally within 10 further business days | Final internal response |
8.1 We use payment records, authentication signals, Account access history, Token ledger entries, generation status, provider responses and communications to reach a decision. The standard is a fair assessment of the available evidence, not an automatic approval or denial based solely on one system status.
8.2 Complex fraud, provider or card-network cases may exceed the indicative timing. We will provide a status update where the delay is material. A delay by an issuer, bank, network or external provider is outside our direct control, but we will provide available confirmation so the user can follow up with the relevant institution.
9. Types of outcome
9.1 Possible outcomes include full monetary refund, partial refund, Token restoration, replacement delivery, correction of the Account or ledger, rejection with reasons, or another remedy required by law. The selected outcome should place the user in the position reasonably expected from the valid transaction without providing duplicate value.
9.2 A partial refund may apply where part of a pack was validly used and the remaining part cannot be supplied, or where a price reduction is the proportionate remedy. A Token restoration may apply to a discrete failed generation even though the Token Pack itself was correctly delivered.
9.3 We do not issue store credit instead of a mandatory cash remedy without the user agreement. An approved monetary refund is returned to the original payment method unless that route is unavailable or law requires another method. Any alternative is documented and must not expose the user to unreasonable cost or risk.
10. Delivery failure and technical defect
10.1 A Token Pack delivery failure exists where payment is successfully captured but the Token balance is not credited within the normal 15-minute period or, if security review applies, within 24 hours. We first attempt to credit the correct Account or confirm that the transaction was not completed before considering a refund.
10.2 A generation defect is assessed using the request status, model response and whether meaningful processing occurred. Safety rejection caused by prohibited content, a user-cancelled request after processing started or a valid but subjectively disappointing Output is not the same as a technical failure. A system error that consumes Tokens without delivering usable access may justify restoration.
10.3 Users should keep screenshots and avoid repeatedly resubmitting an identical request while an incident is unresolved, because repeated submissions can create separate valid processing charges. Support may ask the user to refresh, sign out, retry once with adjusted input or wait for provider recovery before determining the remedy.
11. Duplicate, incorrect or misapplied charges
11.1 A pending bank authorisation can appear alongside a settled charge without representing two completed payments. We compare PSP status and settlement records before treating the issue as a duplicate. A temporary authorisation normally releases automatically according to the issuer timetable.
11.2 If two settled charges correspond to one intended purchase and only one pack was delivered, we will normally refund the duplicate. If two packs were delivered and Tokens from both were used, we assess whether a technical duplicate submission occurred and whether a partial correction is appropriate.
11.3 Where the wrong Account was credited, we may transfer or restore the balance only after verifying ownership, payment and non-use. Tokens already consumed by another Account cannot be moved without investigating security, authority and potential unjust enrichment.
12. Unauthorised transactions and fraud
12.1 Report an unrecognised charge promptly to info@vidsparks.com and the payment provider or issuer where appropriate. Before reporting, check the descriptor VIDSPARKS, Account purchase history and whether an authorised family member, employee or contractor used the payment instrument or Account.
12.2 We may secure the Account, reset credentials, freeze Tokens, preserve logs and request PSP assistance. A refund decision considers authentication, device and location signals, Account activity, delivery and use. Evidence that the payer authorised the transaction or shared credentials may affect the outcome, subject to applicable payment law and scheme rights.
12.3 Knowingly making a false fraud claim, using Tokens and then denying the purchase, or coordinating a chargeback to obtain both the Output and the money is prohibited. We may terminate Accounts, reverse value, contest the dispute and report suspected fraud where lawful, while preserving good-faith cardholder rights.
13. Relationship with chargebacks and disputes
13.1 Contacting VidSparks first often enables quicker correction, but it is not a waiver of the right to approach an issuer or use a card-network process. A user should provide the transaction reference, issue, requested remedy and supporting evidence so we can investigate before a chargeback deadline expires.
13.2 If a chargeback or retrieval is opened, we may submit transaction, authentication, consent, Account, Token-delivery, generation and communication records to the PSP, acquirer, card network or issuer. The issuer and network control their own timetable and decision. Our internal review may be paused or coordinated to avoid inconsistent or duplicate remedies.
13.3 Tokens and access related to the disputed purchase may be frozen or reversed while the dispute is pending. If the chargeback is withdrawn or decided in our favour, access may be restored after security review. If it is decided for the cardholder, the related Tokens and entitlements remain removed.
14. Effect of a refund on Tokens, Outputs and Accounts
14.1 An approved monetary refund removes the Tokens purchased with the refunded amount. If the balance is insufficient because Tokens were spent, we may deduct from remaining promotional or purchased Tokens, restrict further use, or close the Account where continued access would provide value that has been refunded.
14.2 Outputs generated using refunded Tokens may be disabled or removed from Account storage where technically and legally appropriate. The user remains responsible for copies already published and for third-party rights. A refund does not transfer ownership of an Output to VidSparks or authorise continued use where the underlying purchase has been reversed.
14.3 Account closure extinguishes unused Tokens and entitlements, subject to a mandatory remedy. A refund followed by closure does not produce a second refund. Data needed for the refund, dispute, fraud prevention or legal obligations is retained under the Privacy Policy even after access ends.
15. Taxes, fees, currency and processing
15.1 Refunds are processed in the original transaction currency and for the amount approved. We do not control exchange rates, issuer conversion, cross-border fees or the difference between the original converted amount and the amount posted when the refund reaches the Account.
15.2 Taxes included in a fully refunded transaction are normally reversed as part of the refund where supported by the tax treatment. A partial refund includes the corresponding tax adjustment where applicable. External bank, network or PSP fees are refunded only where they formed part of the amount received by us or law requires it.
16. Cancellation and statutory rights
16.1 Closing an Account does not automatically refund unused Tokens. The Cancellation Policy explains the effect of closure. A user seeking a refund must identify an eligible basis under this Policy or applicable law before closure, and should download relevant receipts or evidence before access ends.
16.2 UK consumers may have a 14-day distance-contract cancellation right, subject to the immediate digital-content consent and acknowledgement mechanism. The loss of that cancellation right does not affect remedies where the content is defective, misdescribed or not supplied with reasonable care and skill.
16.3 Consumers in other countries retain mandatory local rights that apply regardless of the governing-law clause. This Policy is interpreted to preserve those rights and does not require a consumer to accept a narrower remedy where law mandates a different outcome.
17. Abuse and repetitive claims
17.1 We may examine patterns of repeated refunds, multiple Accounts, promotional abuse, high-risk payment instruments, generation followed by immediate dispute, or inconsistent explanations. Review of a pattern does not presume wrongdoing, but it may justify additional verification, delayed fulfilment or restriction while evidence is assessed.
17.2 A claim may be rejected where evidence shows intentional misuse, false information, duplicated recovery through both refund and chargeback, or consumption of value after the user knew that the payment would be reversed. We will state the principal reason and preserve any non-excludable right to challenge the decision.
18. Changes
18.1 We may update this Policy for legal, payment-network, provider or operational reasons. The current version and effective date are published on the website. A change does not retrospectively remove a right that arose under the version applicable when the transaction occurred.
18.2 Where a material change affects future purchases, the checkout and policy publication will reflect it before authorisation. Continued Account use does not convert a previously refundable transaction into a non-refundable one or alter a completed decision.
19. Contact and escalation
19.1 Submit refund and dispute requests to info@vidsparks.com. We acknowledge complete requests within two business days, normally decide them within ten business days and process approved refunds promptly. Include the case reference in follow-up messages so records remain connected.
19.2 If you disagree with an outcome, provide material new evidence or identify a factual error and request escalation. A senior review normally concludes within ten further business days. This internal route does not prevent a complaint to an issuer, regulator, court or other body where a right exists.
19.3 This Policy and non-contractual matters arising from it are governed by the laws of England and Wales. Consumers retain any mandatory rights and jurisdiction protections available under the law of their habitual residence.
Flow. Operational Review Flow
1. Send a complete request from the Account email and identify whether you seek a refund, Token restoration or correction.
2. We verify the payer or Account, locate the transaction and preserve the relevant Token and generation records.
3. We classify the case as delivery, technical, duplicate, unauthorised, statutory or non-qualifying preference issue.
4. We request only the evidence needed and, where relevant, consult the PSP or generation provider.
5. We issue a written outcome with the remedy, reason, timing and effect on Tokens and Account access.
6. Approved funds return to the original payment method; Token and entitlement records are adjusted to prevent duplicate value.
Users should keep the case reference and PSP confirmation until the bank posts the refund. Bank posting time begins after we process the approved transaction and is controlled by the payment chain.
VidSparks | Refund Policy | v1.0 | Effective 21 July 2026. Published on the website; subject to update; the current published version governs.