Refunds

Last updated 30 October 2026

Main rule

No refund if you have played. A refund is only possible when that Google account has not started any story or game after the payment you want refunded.

Play means: opening a story, watching any clip (including free stories), tapping a choice, finishing an episode, saving continue progress, or any similar use of the catalog. Our servers record this on your account.

If you have played even once, the payment for the current period is not refundable.

When we may refund

• You email hello@thevideogen.com within 7 days of the charge.
• The same account has zero play activity after that charge (we verify in our logs).

Subscriptions (Month, 6 months, Year)

If you have not played after subscribing, contact us within 7 days and we may refund that first charge at our discretion.

If you have played, the current period is not refunded. Cancel and you will not be charged again. Access stays until the period you already paid for ends.

App Store and Google Play purchases

If you subscribed inside the iPhone or Android app, Apple or Google took the payment, and only they can issue a refund, under their own policies. Request it from Apple at reportaproblem.apple.com, or from Google Play under your order history.

Never refunded

• Any payment where the account played a story or game after that payment.
• Accounts closed for copying, downloading, or breaking the Copyright policy.

Website payments

Website payments run on Stripe. We issue refunds manually after we check play activity. Cancellation is self-serve from Manage plan.

Questions: hello@thevideogen.com.