Refunds & credit returns

Current availability

Paid checkout is not yet available. This page explains how task credits are returned and how payment concerns can be raised. The commercial refund terms will be confirmed and published before paid purchases open.

Credits returned after a failed task

When generation is available, a submitted task reserves the quoted credits. A confirmed failure or cancellation while still in the local queue returns that reservation once. Check the task status and credit history in your account. A task already accepted by the model provider cannot be cancelled through the local queue.

An uncertain provider result is held for reconciliation to avoid duplicate submissions or charges. A completed video that does not match a creative preference is different from a technical failure and does not trigger an automatic credit return. This distinction does not limit any applicable consumer rights.

Credit returns and payment refunds

Returning task credits restores your studio balance; it does not send money to a payment card or wallet. A payment refund is a separate request. Approved payment refunds are reconciled with the order, and the corresponding purchased credits are withdrawn from the balance. Repeated payment or refund notifications do not apply the same credit adjustment twice. Monetary refunds are reviewed and processed by the payment provider.

If a purchase is processed by Paddle after checkout becomes available, its refund process and applicable buyer terms also apply. An approved monetary refund is handled through the payment provider and original payment method where supported; its arrival time depends on that provider and the receiving institution.

Paddle refund policy ↗ · Paddle buyer terms ↗

Request a review

Use our contact form and choose “Payment or refund”. Include your account email, order or task ID and a short description. If you are not signed in, include an email address where you can receive a reply. Do not include passwords, verification codes or full payment-card details.

The form records a private request for the operator to review. Its reference number confirms receipt, not approval of a cash refund. You can also use the support link in a Paddle receipt for a Paddle-processed purchase.

Consumer rights

Nothing on this page excludes or reduces mandatory consumer rights or more favorable refund rights that apply under the payment provider’s terms. Refund eligibility must be assessed against the applicable rules and the actual order.