VidSparks | Digital Product Fulfilment 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: VidSparks delivers Token Packs electronically to the Account used at checkout. Delivery is complete when the purchased Tokens are accessible in that Account. Most packs are credited promptly and ordinarily within 15 minutes; security review can extend delivery up to 24 hours. No physical item is shipped and Tokens are not stored value or cash. |
1. Scope and relationship with other policies
1.1 This Policy explains how VidSparks fulfils one-time Token Pack purchases and Generation Requests, how completion is recorded and what users should do if access is delayed, pending or incorrect. It applies to digital products supplied through the VidSparks Account and not to physical goods, because no physical product is sold.
1.2 Payment authorisation and settlement are governed by the Payment Policy. Refund eligibility is governed by the Refund Policy. Account closure and the fate of Tokens are governed by the Cancellation Policy. The Terms & Conditions define the licence and user obligations, while the Acceptable Use Policy controls permitted generation content and conduct.
2. Meaning of digital product and fulfilment
2.1 Digital Product means a Token Pack, Token balance, generation entitlement, Output file or other electronically supplied feature. Fulfilment means making the purchased digital value available through the correct Account or, for a Generation Request, making the processed result or a definitive status available after the request consumes the displayed Tokens.
2.2 A fixed Token Pack contains the stated quantity. A flexible Token Pack contains the quantity selected before checkout. Tokens are a limited, non-transferable contractual licence to request eligible processing. They are not money, electronic money, cryptocurrency, gift value or a claim to physical delivery.
3. General fulfilment model
3.1 The user signs into the intended Account, selects a pack, reviews the quantity, price and currency, and authorises payment through the PSP. When final successful payment status is received, the Service posts the corresponding Token quantity to the Account ledger and updates the accessible balance.
3.2 The Account ledger is the primary delivery record. A receipt or bank charge alone does not prove that the PSP completed settlement, and an email notification alone does not replace the ledger. If systems disagree, we reconcile the PSP reference, order record, Account identifier and ledger events.
3.3 A Generation Request is a separate act of performance. Before submission, the interface displays the estimated Token cost based on model, duration, resolution and options. When the user starts the request, Tokens may be reserved or deducted and the request enters a processing queue.
4. When fulfilment is complete
4.1 Token Pack fulfilment is complete when the purchased Tokens are recorded and available for use in the Account identified at checkout. Completion does not depend on whether the user immediately logs in, spends the Tokens or downloads a receipt, provided the Account can access the credited balance.
4.2 Generation fulfilment is complete when the Service makes the Output available in the Account or provides a final status showing that the request was rejected, failed or could not proceed under the stated rules. A verified platform failure that consumes Tokens without an available Output is handled through restoration or another remedy.
4.3 A successful but creatively unsatisfactory Output is still fulfilled if the model processed the request and delivered a file consistent with the selected technical parameters. Artificial intelligence generation is probabilistic and does not guarantee a particular artistic interpretation, accuracy or uniqueness.
5. Typical timeframes
5.1 Most successful Token Pack purchases appear in the Account promptly and ordinarily within 15 minutes after PSP confirmation. A transaction selected for manual payment or fraud review can remain pending for up to 24 hours. Users should not repeatedly repurchase while an earlier transaction is unresolved.
5.2 Generation time depends on the selected model, queue, duration, resolution, input size, provider capacity, safety review and retries. The interface may show an estimated processing time, but the estimate is not a guaranteed deadline. High-demand or provider incidents can materially extend completion.
5.3 Support requests are acknowledged within two business days. Straightforward delivery corrections are normally resolved within five business days, while PSP, provider or security investigations may take up to ten business days or longer where an external party controls the evidence or response.
6. Preconditions for delivery
6.1 The user must provide accurate Account and payment information, complete required authentication, use an available method, comply with geographic and legal restrictions and avoid prohibited activity. The Account must remain accessible and must not be suspended, compromised or linked to a material unresolved fraud risk.
6.2 The PSP must confirm a final successful status. A pending, declined, expired, reversed or cancelled authorisation does not require Token delivery. Where a captured payment is later reversed, Tokens already credited may be frozen or removed in accordance with the Payment and Refund Policies.
6.3 Generation also depends on sufficient Tokens, supported input formats, available models, safety compliance and technically valid settings. Unsupported files, prohibited prompts or a user-side connection failure may prevent a request from starting and do not necessarily indicate a fulfilment defect.
7. No physical shipping and no stored value
7.1 All products covered by this Policy are delivered electronically. VidSparks does not package, ship, courier or collect a physical item and does not require a delivery address for ordinary fulfilment. A billing location may still be collected by the PSP for tax, authentication or fraud purposes.
7.2 Tokens do not represent safeguarded funds and cannot be withdrawn or exchanged for cash. Delivery is the grant of digital access, not the transfer of money into a wallet. Tokens are non-transferable, have no secondary market and are extinguished on Account closure unless a mandatory remedy applies.
8. Delayed, pending or failed fulfilment
8.1 A pending payment may reflect issuer authentication, a PSP hold, network delay or manual risk review. We do not credit Tokens until the transaction reaches an accepted successful status. If a bank shows only a pending hold, the user should wait for settlement or release before making another attempt.
8.2 A failed pack delivery occurs where successful payment is confirmed but the ledger is not credited within the applicable timeframe. We first correct the ledger or Account mapping. If correction cannot be completed within a reasonable period, the Refund Policy determines whether a refund or alternative remedy is appropriate.
8.3 A failed generation occurs where the system or model provider cannot deliver meaningful processing and the request status confirms failure. The Service may automatically restore Tokens. Where restoration does not occur, support can reconcile the request reference, deduction and provider status.
9. User-side display, synchronisation and access issues
9.1 A Token balance or Output may be delivered but not immediately visible because of browser cache, stale session data, a blocked script, network interruption or use of a different Account. Users should refresh, sign out and back in, verify the Account email and try a supported current browser before reporting non-delivery.
9.2 Output playback or download can be affected by device storage, codec support, firewall, content filter or third-party browser extension. Where the file is accessible from the Account and can be retrieved through a supported environment, a local compatibility problem is not a platform delivery failure, though support may provide reasonable troubleshooting.
9.3 Users should not share Account credentials to test access because shared use creates security and evidence problems. A screenshot should omit passwords, full payment details and unrelated personal data. Support may ask for a screen recording or console information only through an appropriate secure route.
10. Manual review and risk controls
10.1 We may delay fulfilment to verify payment authority, prevent fraud, enforce sanctions, investigate unusual velocity or protect a compromised Account. Manual review is not a finding of misconduct. It is a temporary control applied where automated signals are insufficient or present material risk.
10.2 During review, Tokens may remain uncredited and generation access may be limited. We may request a PSP reference, receipt, limited card information, identity evidence or confirmation from the Account email. We never request a password, full card number, security code or one-time bank code.
10.3 If review confirms that the transaction can proceed, Tokens are credited and the fulfilment time is recorded. If it cannot proceed, the authorisation may be cancelled or captured funds returned through the original method. Review data is retained under the Privacy Policy.
11. Evidence and fulfilment records
11.1 We maintain order references, PSP status, timestamps, Account identifiers, Token ledger entries, generation identifiers, request status, provider messages, security events and support communications. These records establish whether payment, crediting and generation occurred and support customer service, reconciliation and dispute response.
11.2 Evidence is interpreted as a sequence rather than a single field. For example, a bank authorisation may exist without capture, or a Token deduction may be followed by automatic restoration. We compare the complete lifecycle before deciding whether value was delivered or a correction is required.
11.3 Records are access-controlled and retained for the periods described in the Privacy Policy. Relevant evidence may be supplied to a PSP, issuer, acquirer, card network, regulator or court where necessary and lawful, including for chargeback representment or defence of a claim.
12. Incorrect Account, duplicate purchase and user-error scenarios
12.1 Tokens are delivered to the Account active at checkout. A user who buys while signed into the wrong Account should contact support before spending the Tokens. A transfer may be possible only after both Accounts and the payment are verified and the Tokens remain unused.
12.2 Repeated submission can create separate valid purchases. We distinguish a true technical duplicate from two intentional orders by reviewing checkout requests, PSP references and Token use. A verified duplicate is corrected under the Refund Policy; two used packs are not automatically treated as a duplicate.
12.3 A Generation Request sent with an incorrect prompt, model, duration or setting is generally user error once processing begins. The displayed Token cost applies. A user should cancel before submission where the interface allows and must review settings carefully before authorising computational work.
13. Relationship to refunds, cancellation and chargebacks
13.1 Non-delivery, unresolved ledger error or a verified failed generation may support Token restoration, replacement performance or refund. The remedy depends on whether the pack itself was delivered, whether Tokens were used and whether the issue can be corrected within a reasonable time.
13.2 Voluntary Account closure does not create non-delivery and does not automatically refund unused Tokens. On closure, unused Tokens are extinguished under the Cancellation Policy. A user should report an unresolved delivery issue before closure where possible.
13.3 Users may contact an issuer or use card-network rights, but contacting VidSparks first often resolves a ledger or descriptor issue faster. If a chargeback begins, we may submit fulfilment evidence and freeze the related Tokens to avoid duplicate value while preserving cardholder rights.
14. Support process
14.1 Report a fulfilment issue to info@vidsparks.com with the Account email, order or generation reference, date, amount or Token cost, status shown, screenshots and steps already taken. Do not send full card data or passwords. Support operates Monday to Friday, 09:00-17:00 UK time, excluding public holidays.
14.2 We acknowledge a complete request within two business days, triage the payment and ledger, then examine generation or provider evidence where relevant. We may ask the user to perform a controlled retry after preserving the original reference. The outcome can be correction, restoration, refund review or a reasoned explanation.
14.3 Where the issue involves a platform-wide incident, we may publish a status notice and apply a bulk restoration or correction rather than requiring each user to repeat the same evidence. Individual payment or Account details remain confidential and are handled through direct support.
15. Service changes, maintenance and force majeure
15.1 Planned or emergency maintenance can delay checkout, crediting or generation. We use reasonable care to restore core functions and preserve queued status. Users should avoid repeated payment or generation submissions during a known incident and should retain the displayed reference.
15.2 Provider outages, network failures, power events, cyber incidents, legal orders or other events outside reasonable control may delay performance. This does not remove obligations to correct records, provide a remedy required by law or avoid charging for digital value that cannot be supplied.
15.3 A specific model may be withdrawn or replaced. Where an equivalent processing route is available, Tokens can be used for that route according to the displayed cost. If a purchased pack can no longer be used for its stated purpose, we consider conversion, replacement or refund as required by the circumstances and law.
16. Children, age and authorised purchases
16.1 Users must be at least 18. The Service is not directed to children and does not provide child payment functionality. A payer must have authority to use the payment instrument and to create or administer the Account.
16.2 Where age or authority is credibly disputed, we may pause fulfilment, preserve evidence and request proportionate verification. Mandatory consumer and payment rights remain available. A parent, employer or cardholder should report suspected unauthorised use promptly.
17. Updates
17.1 We may update this Policy to reflect service, provider, security or legal changes. The current version and effective date are published on the website. A change applies to future performance and does not retrospectively convert a failed delivery into a completed one or remove an accrued remedy.
17.2 Material changes to fulfilment timing or completion will be reflected in the relevant product or checkout information before purchase. Where a pack has specific conditions, those conditions supplement this Policy without reducing mandatory rights.
18. Contact
18.1 Contact info@vidsparks.com or write to 20 Wenlock Road, London, England, N1 7GU. Email should identify the Account and relevant reference and explain whether the issue concerns payment confirmation, missing Tokens, generation failure, wrong Account or inaccessible Output.
18.2 If the issue also concerns refund, closure, privacy or harmful content, state that clearly so it can be routed under the correct policy. One support case may coordinate several issues, but each remedy is assessed under its applicable rules.
18.3 This Policy is governed by the laws of England and Wales. Mandatory consumer rights concerning digital content, conformity, supply and remedies in the user’s habitual residence remain unaffected.
| Scenario | Typical treatment | Likely evidence | Next step |
| Payment successful; Tokens visible | Pack fulfilled when balance is accessible | PSP success and Token ledger credit | Use Tokens; keep receipt |
| Payment pending; no Tokens | Wait for final PSP status or manual review | Authorisation status, risk review timestamp | Do not repurchase immediately; check after 24 hours |
| Payment captured; no Tokens after 24 hours | Potential fulfilment failure requiring correction or refund review | Capture record, order mapping, ledger events | Contact support with receipt and Account email |
| Generation failed and Tokens restored | Generation corrected through automatic restoration | Request failure and matching credit event | Retry after incident or choose another model |
| Generation failed and Tokens not restored | Manual reconciliation required | Request reference, deduction, provider response | Send screenshot and request ID |
| Output completed but not visible locally | Check Account, browser and download path before classifying non-delivery | Output availability, access logs, device details | Refresh, sign in again, try supported browser |
| Wrong Account credited | Possible transfer only after verification and before use | Payment ownership, both Account identifiers, unused balance | Contact support immediately |
| Duplicate settled charges | Review whether one or two purchases were intended and fulfilled | Two PSP references and Token credits | Use Refund Policy; avoid spending disputed duplicate Tokens |
Checklist. What users should do before reporting non-delivery
1. Confirm that the bank entry is settled rather than only pending and that checkout did not show a decline or cancellation.
2. Verify that you are signed into the same Account and email used at checkout.
3. Refresh the Token balance, sign out and back in, and try a supported current browser without blocking essential scripts.
4. Check the order and generation history for a pending, completed, failed or automatically restored status.
5. Wait up to 15 minutes for ordinary crediting or up to 24 hours where manual review is indicated.
6. Capture the order or generation reference and a screenshot that excludes passwords and full payment details.
7. Send the evidence to info@vidsparks.com and avoid repeated purchases or retries until the status is understood.
VidSparks | Digital Product Fulfilment Policy | v1.0 | Effective 21 July 2026. Published on the website; subject to update; the current published version governs.