Refund and credit policy
What happens to your credits and payment when a video fails or an order needs review.
Updated: 2026-10-13
Credits reserved for a video
A task reserves the displayed number of credits before processing. A completed result consumes those credits. A failure confirmed to have no provider charge releases eligible reserved credits. Expired promotional credits, if offered, do not become usable again after expiry.
Unconfirmed or charged failures
A timeout does not prove that generation stopped. A task with uncertain provider status or billing remains under review, and its credits remain reserved until the records can be reconciled. Do not submit another request with a new task key while recovery is pending. A provider-charged rejection or failed output is reviewed separately and does not trigger an automatic credit return.
Payment-card refunds
Returning credits is not a refund to your card. Contact support about duplicate charges, a service error or an unused purchase you want reviewed. Include the account email and order or receipt ID. We review the payment and credit history before deciding a refund; do not assume a pending request has been approved. Consumed credits are not automatically refundable because an AI result differs from expectations. Statutory consumer rights remain unaffected.
After a refund
Approved payment refunds go through the original payment processor to the original payment method. Your bank determines when they appear. Refunded credits are removed; credits already spent against a refunded order may restrict new generation until the balance is reconciled. There is no subscription to cancel for the listed one-time packs.
Current availability
Real purchases are not open during the launch preview. A sandbox transaction is a test and does not charge your card. Check the pricing page for the active purchase state.