Refund Policy: Credits and Payments
Failed generation, a disappointing completed video and a payment dispute are handled differently. Include the task or order reference so support can review the right record.
Failed generation returns credits
When a generation is marked as failed, its credits return to your balance automatically. Check My videos for the task status and Credits for the balance change. A returned credit balance is different from a cash refund. For a payment review, contact support with the order number and relevant task ID.
If a face or role looks wrong
Check the left, center and right assignments first. For a weak likeness, try a sharper photo with less shadow and no face covering. Movement and partial occlusion can make faces, hands or clothing change between shots. AI output varies, so review the whole clip. If a completed result has a clear problem, send support the task ID within 7 days; a completed video is not automatically refunded.
Request a payment review
Contact support with your order number, account email and a description of the issue. Add a task ID when the issue concerns a video. A request is not a confirmed cash refund; support will review the payment and respond. Do not send your full card details.