Refund policy

Unused purchases

Only completely unused orders are eligible for a full refund requested within 7 days of payment. Once any credits from an order have been used for a successfully completed video generation, that entire order is no longer refundable, including its remaining unused credits. Failed generations return credits; they do not automatically refund your payment.

If credits are reserved by an active or uncertain generation, we assess the request after that job's outcome is resolved. Eligibility is checked against the entire order and its credit ledger, not just your current balance. Disliking an otherwise delivered AI result does not qualify that order for a refund under this unused-order policy; AI appearance and movement can vary. Please contact support if a result is missing, corrupted, or materially different from the purchased service so we can investigate.

Confirmed duplicate or erroneous charges are eligible for correction or refund. Rights available under applicable consumer law remain unaffected by this policy, including any mandatory refund or withdrawal rights.

A three-video pack example

If none of the credits from your three-video order has funded a successfully completed generation, you can request a full refund within 7 days of payment, subject to any active or uncertain job being resolved. Once one generation completes successfully using that order’s credits, the whole three-video order is no longer refundable, including the remaining two videos. A failed generation returns credits; it does not automatically refund the payment.

How to request a refund

Use Contact & support, or sign in and open a support ticket. Include your account email, order number, payment date, reason, and relevant generation references. Do not send passwords, verification codes or full card details.

Orders and the payment-management link in your account can help you find the payment record. Opening payment management or sending a request does not itself issue a refund. We check eligibility and confirm the outcome. Approved refunds are returned through the original payment channel; the payment provider and bank control when the funds appear.

An approved full refund removes that order's remaining credits. If a partial refund is issued, the remaining entitlement is held for reconciliation before it can be used again. Test payments are not real cash purchases.

Failed generations return credits

Confirmed failed, rejected, or canceled generations return their generation credits once. This lets you use the entitlement again and does not refund money to your payment method. Automatic status checks and recovery of the same job do not charge for another generation.

When an outcome is uncertain, use the existing job reference to contact support before submitting again. Credits remain reserved until the outcome is confirmed. A pending job alone does not mean the provider failed or that a cash refund has been issued.

Completed and expired videos

A completed generation uses its credits. Download an available video before its displayed expiry date. Deleting it or allowing its storage period to end does not return generation credits. One-time packs do not renew, so there is no recurring subscription to cancel.