📃 Dispute Policy

Last updated: November 3rd, 2025

1. Payment and Dispute Resolution

This section outlines how payments are processed and how disputes are handled for the VidMuse Service provided by SANDAI PTE. LIMITED. This Policy is supplemental to and should be read together with our Terms of Service.

1.1. Payment Providers

We process payments through the following third-party providers:

Credit/Debit Cards: Via Stripe
PayPal

By using our Service, you agree to the terms of the respective providers:

1.2. Submitting a Dispute

To resolve payment issues, follow these steps:

1.2.1. Step 1: Contact Us

Email: support@vidmuse.ai
Required Details:
Transaction date and amount
Payment proof (e.g., screenshot, transaction ID)
Description of the issue

1.2.2. Step 2: Platform-Specific Disputes

If unresolved, escalate to the provider's dispute process:

Payment Method	Dispute Window	Primary Channel
Stripe	60 days	Stripe Dashboard

Prohibited Actions:

Initiating chargebacks without contacting us (may lead to account suspension).
Submitting duplicate disputes across multiple channels.

1.3. Processing Timeline

Acknowledgement: Within 2 business days.
Resolution: Within 15 business days (may vary for bank transfers).

1.4. Refund Eligibility

1.4.1. Eligible Cases

Service not delivered (e.g., technical failure).
Duplicate or incorrect charges.
Legal requirements.

1.4.2. Non-Refundable

Subscription fees (unless eligible above).
Consumed digital goods (e.g., generated videos).

1.5. Multi-Payment Channel Disputes

1.5.1. Provider-Specific Rules

Stripe: Include transaction ID and evidence of service failure.
PayPal: Mark as "Item Not Received" in PayPal's system first.
Bank Transfers: Provide bank receipt and our payment confirmation email.

1.5.2. Funds Hold

Disputes may temporarily freeze funds until resolved.

2. Additional Provisions

This section covers other important terms governing the use of the VidMuse Service.

2.1. International Users

The Service is controlled from the United States. Access from other countries is at your own risk.

2.2. Updates to This Policy

We may modify this Dispute Policy at any time. Continued use of the Service constitutes acceptance of updated terms.

2.3. Termination

VidMuse may suspend or terminate your account for any reason, including violations of this policy.

2.4. Governing Law

This Dispute Policy is governed by the laws of the State of California.

3. Contact Us

For questions about the Service or this Dispute Policy, reach out to:

SANDAI PTE. LIMITED8 EU TONG SEN STREET#22-85 THE CENTRALSINGAPORE (059818)Email: support@vidmuse.ai