Credits and Refund Policy

Technical failure: return the credits

When a request cannot be prepared or the provider confirms a generation failure, the credits used for that task are returned to the same account. This is an account-credit return, not a cash refund to your payment card. Repeated failure messages do not return the same credits twice.

If a provider response is lost, the task can show that its submission is being checked. We do not automatically submit it again or immediately assume it failed. Contact support rather than creating duplicate requests. An undelivered task that reaches the 7-day expiry has its reserved credits returned; deleting its library entry does not cancel this accounting check.

If generation completed but saving is delayed, we retry saving that same result without consuming more credits. Once a result is saved and available to download, the task counts as delivered.

Safety checks

Photos are checked before generation and generated videos are checked before download. If a check flags the content or cannot be completed within the allowed processing period, the request is not delivered and its reserved credits are returned once. This is not a cash refund. Automated checks can be wrong; contact support with the task ID if you believe a decision was mistaken.

Quality concerns

AI output varies. A different outfit, imperfect hand detail, changed timing or less accurate choreography does not automatically indicate a technical failure. For a significant problem, contact support with the task ID and a description while the video is still available. We review requests individually and may offer a replacement credit or another appropriate remedy. Approval of every quality complaint is not guaranteed.

Requesting a cash refund

For an accidental or duplicate purchase, request a review within 7 days of purchase and before using the credits involved. Unused credits may be refunded to the original payment method after verification. Credits used for a successfully delivered generation are generally not eligible for a change-of-mind refund. Mandatory rights under applicable consumer law remain unaffected.

Use Contact support, including your order ID, purchase date and reason. Do not send full card numbers, passwords or API keys. A request is not confirmation of approval. For an approved refund, the corresponding unused credits are removed and the payment processor handles the cash return. Bank processing times vary.

Download expiry and test mode

Videos are available for 7 days after task creation. Deleting a delivered video or missing its download period does not automatically restore credits or create a refund entitlement.

A Stripe test-mode checkout is not a real purchase. Test credits have no cash value, cannot be spent in live mode and are not cash-refundable.