The short version
If a render failed or came back broken through our fault, you get the credits back — automatically in most cases. If you bought a plan or pack by accident and haven’t spent it, we refund it. Credits you’ve already spent on successful renders aren’t refundable.
Automatic credit-backs
You are credited back automatically when: a render fails to complete; a render errors during generation; a system outage loses your job. The credit-back lands in your wallet within minutes and appears in your usage ledger.
Refunds we grant on request
- Accidental purchase of a plan or PAYG pack, requested within 14 days, with credits unspent.
- First-month dissatisfaction on your first paid plan (Creator, Pro or Business), requested within 14 days of the first charge, where you’ve rendered fewer than 10 clips. One goodwill refund per customer.
- Duplicate charges — always, immediately.
What we can’t refund
Spent credits (renders consume real compute). Partial months after the 14-day window. Renewals you forgot to cancel (cancel anytime in billing — it takes two clicks and keeps remaining credits usable to period end).
How to ask
[email protected] with your account email and the charge date. We answer within two business days; approved refunds land in 5–10 business days depending on your bank.
Disputes
Please write to us before filing a chargeback — we resolve faster than banks do, and chargebacks freeze accounts automatically.