Refunds and Failed Video Tasks

One-time video packages

Each purchase provides the stated number of 15-second video allowances at either 768P or 2K. One allowance can create one 15-second video or two 7-second videos, and the two short templates can be mixed. A 15-second task uses 1 allowance; a 7-second task uses 0.5. Packages do not renew automatically, and quality balances are separate.

Unused purchases

You may request a full refund within 14 calendar days of purchase if none of that order's video allowance has been used. Contact support with your account email and order ID. Once an order has been partly used, it is not eligible for an unused-purchase refund; payment errors, service failures and applicable consumer rights are still reviewed below.

Failed tasks return video allowance

• A rejected photo or unavailable photo review does not use a video allowance.
• A task confirmed as failed returns the allowance it used to its original quality and purchase allocation, once only.
• A temporary delay or lost response is not a confirmed failure. Check the original task in your history before starting again.
• If a task remains unresolved or a return is missing, contact support with its task ID. Support will reconcile the existing task before recommending a new submission.

Returning a video allowance does not send money back to your payment method. If a purchase has already been refunded, a failed-task return cannot restore video entitlement removed by that refund.

Payment and delivery problems

Contact support about a duplicate charge, an incorrect charge, a paid package that was not credited, or a persistent technical problem that prevents delivery. We will check the order, payment and task records and offer correction or a refund where appropriate. Rights required by applicable consumer law take priority over this policy.

AI output can vary in subject likeness, shape, motion and sound. A successfully delivered result is not automatically refundable solely because it differs from a reference video or a personal aesthetic preference. This does not limit remedies for defective or misdescribed services under applicable law.

How to request a money refund

Include your order ID, account email, purchase date and reason. For a generation problem, also include the task ID. Do not send full card details or your password.

Money refunds are reviewed and processed through the original payment provider, rather than issued automatically by the failed-task system. Approved refunds return through the original payment channel; the provider and your bank determine when funds become available. Support can provide the processing status. Partial refunds reduce the original order's total allowance proportionally, rounded down in half-allowance steps (one 7-second video); already used allowance counts against that entitlement. Unrelated purchases are unaffected.

See the terms of service and contact page.