Payments and refunds

Failed video generation returns the credits used for that task automatically. A video withheld by an output safety check also returns its credits. A credit return restores your site balance; it is not a cash refund to your card.

An entirely unused credit pack is eligible for a full refund within 14 days of purchase. After credits from the pack have been used, technical problems are reviewed case by case. Credits from an approved refund are removed from the balance.

For a clearly broken delivered video, such as a frozen picture, missing expected sound, a missing performer or a photo shown as the other performer (Left and Right swapped) for most of the video, submit a support ticket within 30 days. Include the video ID, date and problem. We review it for a credit return or replacement. A brief face mix-up is reviewed case by case; a photo clearly replacing the chosen performer for most of the video is treated as a technical defect. General likeness variation, by itself, is not a technical defect. A particular face match or performance is not guaranteed.

To request a payment refund, sign in and open Settings → Support tickets. Include your order number from Billing and a short explanation. Never send a password or full payment-card details. Approved cash refunds are sent to the original payment method; the provider and bank determine when they appear.

These terms do not limit applicable consumer rights.