Refund Policy

The most common refund happens without anyone asking: a generation that fails after its automatic retry returns everything it took. For credits, the held amount is released straight back to your balance within seconds of the failure. For a single-video purchase, the value of the payment is added to your balance as credits — usable on any template — because the original charge was to a card.

A card refund is the right answer when a charge was made in error — a duplicate order, a purchase made without intending to, or a payment taken for a generation we could not deliver and you cannot use as credits. Request it through the contact channel on the terms page with the order date and amount; approved refunds are issued to the original card within 5-10 business days.

Refunds are not available for generations that were delivered as described — including results you dislike for taste reasons — nor for credits already consumed by successful generations, nor for accounts ended for policy violations. If a delivered video was actually a technical failure we missed, report it: verified cases are refunded to the card regardless of the usual rules.

Credits expire 12 months after purchase, and the expiry date is always visible on your account page before it happens — expired credits are not recoverable, which is why the account page shows the date prominently. Closing your account does not entitle you to a refund of consumed credits or delivered videos, but unused credits from a purchase made within the previous 30 days are refunded pro rata on request.

Qualifies for an automatic refund: the model times out twice and the job fails; both photos are flagged as a false positive on appeal and the job cannot run; the provider returns the charge as unsupported.

Does not qualify: the video delivered but you dislike the scene you chose; the likeness drifts on a photo the checker warned you about; credits expired after sitting unused for 12 months with the date visible on your account page; the account was closed for policy violations.

Gray cases: a delivered video with a small artifact — report it with the job id; verified technical defects are compensated with credits even though the video technically delivered. We would rather keep you than win a two-dollar argument.

Automatic refunds for failed jobs land in your credit balance — usable instantly on any template. Card refunds are reserved for erroneous charges and verified delivery failures, issued to the original card within 5-10 business days. Requesting a card refund for a successfully delivered video closes the associated job and removes the clip from your library, since the delivery and the payment travel together.

Failed generations refund themselves, automatically, every time. Card refunds for erroneous charges and verified delivery failures are issued within 5-10 business days on request. Expired credits, disliked-but- delivered results and policy-terminated accounts are not refundable. Everything else is a judgment call — include the order id and err on the side of asking.

The Processing filter on My videos. Delivered videos land there even when this page was closed — a clip that looks "missing" is often finished and waiting under All or Ready.

Your credit balance. Failed generations and failed single-video purchases both pay back into the balance rather than the card — a $2.99 failure shows up as the equivalent credits, ready to spend on any template. The credits history on your account page lists every movement with a date and a reason.