Pollo AI’s refund policy has a line most buyers meet too late: use more than 50 subscription credits and the refund is gone, whatever day it is. Fifty credits doesn’t stretch far. On the model list that Pollo’s own pricing page loaded on October 8, 2026, seven of its 23 video models start above 25 credits for one short clip, so the second clip takes you over the limit.
Our verdict is Caution. Pollo AI is a real AI video and image generator with a named operator, published prices and thousands of happy reviews, so it isn’t a scam. The risk sits elsewhere: in the credit maths, a three-day refund window and a discount badge that describes one plan out of seven.
Pollo AI pricing: what one video costs in credits
Every paid plan is a monthly bucket of credits. The Lite card pairs 400 credits with a promise of up to 80 videos a month. That sum only works at 5 credits a video, which is the price of only one model on the list: Pollo’s in-house Pollo 2.5, at 720p for five seconds.
Pick a better-known model and the count drops fast. The figures below are starting costs, for the shortest and lowest-resolution clip each model offers, read from the data behind the pricing page on October 8, 2026. Longer or sharper clips cost more.
| Video model (starting clip) | Credits per clip | Clips from Lite’s 400 | Clips from Pro’s 800 |
|---|---|---|---|
| Pollo 2.5 (720p, 5 seconds) | 5 | 80 | 160 |
| Veo 3.1 Lite (720p, 4 seconds) | 8 | 50 | 100 |
| Wan 3.0 (480p, 5 seconds) | 15 | 26 | 53 |
| Veo 3.1 (720p, 4 seconds) | 24 | 16 | 33 |
| Pika 2.2 (720p, 5 seconds) | 30 | 13 | 26 |
| Seedance 2.0 (720p, 5 seconds) | 40 | 10 | 20 |
| Runway Gen-4 Turbo (720p, 5 seconds) | 40 | 10 | 20 |
| Flux 3 (720p, 5 seconds) | 48 | 8 | 16 |
Across all 23 models the middle value is 20 credits, four times the figure behind the headline. Thirteen of them also carried a 40% or 50% discount flag that day, and the data doesn’t say whether the cost shown is before or after the cut. Treat the table as a snapshot. In dollars, one Veo 3.1 clip works out to about $0.90 on the $15 monthly Lite plan, and one Flux 3 clip to $1.80.
Two more rules shape the bill. Unused subscription credits don’t roll over, according to the pricing FAQ. And the built-in Agent is hungry: answering a customer who got two videos out of a $29 month, Pollo wrote on Trustpilot in September 2026 that the Agent uses a significant amount of credits, and pointed bulk users to the basic model.
Pollo AI plans: seven tiers, and a 50% OFF tab that fits one
The pricing page opens on its Annual tab, which wears a 50% OFF badge. We clicked through every tier on both tabs on October 8, 2026. Prices were shown in US dollars.
| Plan | Credits a month | Billed monthly | Billed annually | Annual saving |
|---|---|---|---|---|
| Lite | 400 | $15 | $12 a month ($144 up front) | 20% |
| Pro | 800 | $29 | $14.50 a month ($174 up front) | 50% |
| Pro | 2,000 | $59 | $49 a month ($588 up front) | 17% |
| Pro | 3,000 | $89 | $69 a month ($828 up front) | 22% |
| Ultra | 5,000 | $129 | $99 a month ($1,188 up front) | 23% |
| Ultra | 8,000 | $219 | $169 a month ($2,028 up front) | 23% |
| Ultra | 12,000 | $299 | $229 a month ($2,748 up front) | 23% |
One tier in seven is half price: Pro with 800 credits, which the page labels a flash sale. Everything else saves between 17% and 23%. The annual figure is taken as a single payment, and a line under the cards says prices exclude VAT and local taxes, which are added at checkout. That sits awkwardly beside the FAQ’s promise that “the price you see is the price you pay.” We stopped at the Buy Now button and didn’t create an account, so we can’t tell you what the checkout adds for a US buyer.
Pollo AI’s pricing page on its Annual tab, with the 50% OFF badge above the Lite, Pro and Ultra cards, screenshot taken October 8, 2026.
Phone buyers get a different menu. The US App Store listing shows a Weekly Premium plan at $5.99, and a developer reply on that page says the weekly plan includes 100 credits. Kept for a year, that’s $311.48 for 5,200 credits. The Lite annual plan on the website costs $144 for 4,800. A small weekly price that balloons over twelve months is the same trap we priced out for AI Cleaner, and the store-versus-website gap echoes what we found at ChatOn AI. One-off credit packs in the app run from $6.99 for 100 credits to $164.99 for 5,000.
The Pollo AI refund policy: 3 days, 50 credits, up to 6% kept
Three conditions decide everything. All of them come from the refund policy as it read on October 8, 2026.
- You have to ask within 3 days of the purchase, by email to [email protected], giving your order number, purchase date and reason.
- You must have used no more than 50 subscription credits. Past that point the policy says you’re ineligible, regardless of timing.
- Add-on credit packs are never refundable.
Even an approved refund can come back short. The policy allows a processing fee of up to 6% of the payment, which is $10.44 on the $174 Pro annual plan. The fee is real. In a Trustpilot reply dated September 9, 2026, Pollo said it had offered a refund with a 6% handling fee to a parent whose son had bought a yearly plan.
So test with the cheap model first. Ten Pollo 2.5 clips use exactly 50 credits and leave the refund intact. Two Seedance 2.0 clips use 80 and end it. The pricing FAQ also ties the window to your first purchase, and the terms call a renewal charge non-refundable. Coursiv’s refund works on similar logic, vanishing once you’ve made any course progress.
Think twice before jumping straight to a chargeback. In two replies posted in September 2026, Pollo said that once a card dispute is open the bank decides the outcome, it won’t issue a refund directly, and the account’s services are suspended while the money is frozen.
How to cancel Pollo AI before it renews
On the website, the terms (effective April 30, 2026) give this path:
- Hover over your avatar.
- Choose Billing.
- Select Cancel Subscription.
Access continues until the end of the period you’ve paid for. Do it before the billing date. The terms say a renewal that goes through won’t be refunded, and nothing is prorated for unused time or a downgrade.
If you subscribed inside the iPhone or Android app, Apple or Google bills you, so cancel in your Apple account’s Subscriptions list or in Google Play under Payments and subscriptions. We didn’t hold a paid account. These steps come from Pollo’s terms and the stores’ standard menus, not from a cancellation we ran ourselves, so screenshot the confirmation you get.
Check your card statement for another name, too. A Trustpilot reviewer in Belgium wrote on September 16, 2026 that the charge appeared as Humbot Singapore, not Pollo, and that they disputed it because they didn’t recognise it. Humbot is the name of a separate AI writing tool. We couldn’t confirm the label, since we didn’t buy a plan.
What is Pollo AI, and is it legit or a scam?
Pollo AI is a web and mobile app that turns text prompts and photos into short videos and images. It doesn’t rely on one engine. It resells access to other companies’ models (Google’s Veo, Seedance, Runway, Pika, Wan and more) alongside its own, all paid for with the same credits.
The operator is COCOSOFT TECHNOLOGY PTE. LTD., named in the terms and listed as the seller on both app stores. Gridinsoft scores the domain 95 out of 100 and dates its registration to November 22, 2023. Two gaps remain. The terms give no street address, and we found no governing-law or dispute clause in them. We also didn’t pull the company’s record from a business register.
Nothing we read points to fraud. Prices are published, the product exists, and the company answers its critics in public. “Scam” is the wrong word for a refund rule you can read before you pay, however tight that rule is.
Pollo AI reviews: 4.3 on Trustpilot, and what the 1-star ones say
Trustpilot showed 4.3 from 5,530 reviews on October 8, 2026, with 3,917 five-star ratings and 601 one-star. Pollo’s pricing page still advertises 4.4. The company had replied to 524 of 534 negative reviews, on average in under a day. The apps sit at 4.5 from 13K ratings on the App Store and 4.5 from 51.7K reviews on Google Play.
We read the 20 newest one-star reviews, posted between September 5 and October 3, 2026, and sorted them by complaint:
- 9 were about the output: clips that ignored the prompt or came out wrong.
- 3 said the credits ran out too quickly for the price.
- 3 were billing or refund disputes.
- 2 objected to a stricter content filter.
- 3 gave no detail or described a technical fault.
That’s an unusual spread for a subscription app. At Use.AI the anger is about a $1 trial that turns into $29.99. Here the loudest complaint is quality. Every failed clip still costs credits, though, and that’s why the 50-credit refund limit bites. We didn’t generate any videos ourselves, so we have no view on how good the results are.
Is Pollo AI safe? Your photos, two app labels, three age ratings
The privacy policy (effective April 30, 2026) says uploaded images are stored temporarily and deleted automatically shortly after the video is made. It also says your prompts, images and videos go to whichever outside model provider you pick. It names OpenAI, Kuaishou, Google, Runway, MiniMax and Alibaba, and says your email and account ID aren’t passed along.
Publishing changes the deal. Post a clip to the public Explore feed and the terms give Pollo a perpetual, irrevocable licence over it, including for improving AI models. Keep anything with your face in it private.
The store labels don’t agree with each other. Google Play’s Data safety panel says the app collects no data and shares none. Apple’s label for the same app lists contact info used to track you, plus purchases, user content, identifiers, usage data and diagnostics linked to your identity. Pollo’s own policy describes collecting email addresses, device identifiers and usage data, so the Google Play label is hard to square with it.
Age is just as muddled. The terms say 18 and over, Apple rates the app 16+, and Google Play rates it Teen. The effects library includes templates that put any two people into a hugging or kissing clip, and the terms require permission from anyone whose likeness you upload. Parents of teenagers should know all three facts.
FAQs
Is Pollo AI legit or a scam?
Pollo AI is legit in the sense that it’s a working product from a named company, COCOSOFT TECHNOLOGY PTE. LTD., with published prices and a 4.3 Trustpilot score. Our verdict is Caution because of the refund limits and the way credits are advertised.
Is Pollo AI free?
There’s a Free plan, and the pricing page’s comparison table lists 20 credits for it. That covers four clips on the cheapest model. Watermark-free output is listed as a perk of the paid plans.
How much does Pollo AI cost?
On October 8, 2026 the website charged $15 a month for Lite (400 credits), $29 for Pro (800) and $129 for Ultra (5,000), with larger Pro and Ultra tiers up to $299. Annual billing is cheaper per month but is charged in one payment.
Can I get a refund from Pollo AI?
Only if you email support within 3 days of the purchase and have used no more than 50 subscription credits. Add-on credits aren’t refundable, and the policy allows a processing fee of up to 6%.
How do I cancel my Pollo AI subscription?
On the website, hover over your avatar, choose Billing, then Cancel Subscription, before the next billing date. App Store and Google Play subscriptions are cancelled in those stores. These were the published steps on October 8, 2026 and could change.
Is Pollo AI safe to upload photos to?
Its policy says uploads are deleted shortly after generation, but they’re sent to outside model providers to make the clip. Anything you publish to the Explore feed is licensed to Pollo permanently, so keep personal clips private.
