Generation failures
Video credits are reserved when a full generation begins. After a confirmed failure, the system tries its configured backup where possible. If the job cannot be completed, the reserved credits are returned once.
A provider submission with an uncertain outcome is investigated before retrying to avoid paying for duplicate work. Unconfirmed jobs time out into a credit refund and an operational alert. Your video list shows the current state.
Unused-pack refunds
You can request a refund of an entirely unused credit pack within seven days of payment. Sign in, open My videos and use the refund request next to an eligible purchase, or contact support with the order ID and account email.
A request is reviewed against the payment record and any use of that pack. Do not spend the pack while requesting its refund. Approved refunds return through the original payment provider; bank processing times vary. We do not charge you a refund handling fee.
Completed videos and previews
A completed video uses credits. An unexpected artistic result is different from a technical failure; use the free preview and photo guidance before buying. Contact us if a file is corrupt, missing or materially fails the stated format.
A free preview has no cash refund value. A technically failed preview can be retried subject to the daily cost allowance. Consumer remedies required by applicable law still apply.
What to send support
Send the order or generation ID, your account email and a short description of the problem. Do not send card numbers, payment passwords or secret keys. The contact page lists the configured support route.
Questions, answered.
What happens if generation fails?
A confirmed model failure tries the backup model automatically. If generation still fails, the credits reserved for that job are returned once. A failed preview can be tried again while the daily budget is available. An uncertain provider submission is reviewed before retrying, to avoid duplicate paid work.
Do credits expire while I wait?
No. Credit packs do not expire.