Payment and credit refunds
The rule is explicit: purchased credit is not convertible back to money. Credit is returned to your wallet only when the fault is ours.
The principle
No cash refunds; credit only
Purchased credit is not convertible back to money. In exchange, credit never expires and is not lost when a plan term ends — you can spend it at whatever pace suits you.
When something goes wrong on our side, the affected credit is returned to your credit wallet for further use, not to a bank account.
What is refunded
| Situation | How it is handled | What you do |
|---|---|---|
| A render failed | Credit returns to the wallet automatically the moment the render fails. | Nothing. Check Credit history if you want to verify. |
| A video stuck in the queue forever | Credit is held and can never settle. | Contact support with the video ID. |
| A duplicate charge for one creation | A system fault; the balance is adjusted. | Send a screenshot of the two rows in Credit history. |
Every refund appears as its own row in Credit history, so you can verify it yourself.
What is not
- A video rendered but you dislike the result. AI output varies between runs; the credit paid for work that was genuinely done.
- A video rendered but publishing failed. You have the file and can publish it again at any point, including after fixing the channel.
- Deleting a rendered video. The credit does not come back.
- A rendered video that passed its retention. Videos are kept for 7 days from creation, after which the file is deleted and the video shows as a Draft with no file. The credit was charged for a successful render, so it is not refunded. Download videos within the 7 days.
- Creating far more than you meant to. The cost breakdown shows the total before you commit — read it.
- A platform rejecting or restricting a post. That is the platform's decision and outside our control.
- A used channel slot. Removing a channel frees its slot after a 7-day hold, and slots do not convert into credit.
Check these before asking
Most "credit was charged but there is no video" questions answer themselves from two pages:
- Credit history — the transaction row, the balance afterwards, the reason, and the related video.
- Publishing history — whether that attempt succeeded, is processing, or failed, with the verbatim error.
A lower-than-expected balance is usually held credit
Queued videos hold credit without spending it. The Plans page shows the held amount separately — add it back and you get the figure you expected.
When to contact support
Get in touch when you have checked both pages and it still does not add up:
- A video stuck in the queue far too long without moving to success or failure.
- Two charge rows for a single creation.
- A payment made but credit not in the wallet after a reasonable wait.
- A channel slot that needs releasing early so you can swap in a different channel without waiting out the 7 days.
Including the video ID or a screenshot of the Credit history row is far faster than describing the symptom.