If something goes off script.
We want every paid order to reach a clear outcome.
Technical generation failures
For credit-funded videos, reserved credits are released after a confirmed failure. A retry reserves credits again. Uncertain task outcomes require review before credits can be released. For guest purchases, contact support with your order ID for retry or refund review. Cash refunds are handled through the original payment provider.
Credit purchases
Contact support with your credit purchase ID to request a refund review. A completed cash refund reverses the associated credits. If some credits have been used or are reserved, your account may need an adjustment or review before further use. Partial refunds and payment disputes are reviewed individually.
Delivered videos
AI output is personalized and can vary. Requests concerning a delivered result are reviewed individually, including technical defects and any applicable consumer rights. A new take or new scene preview normally requires a new credit reservation. You can cancel an unfinished take after its scene preview is complete; its reservation is released. An uncertain provider request must be checked by support before its credits can be released.
Access after a refund
A partial refund retains generation and download access. A full refund cancels pending generation and closes video access. The normal file retention period still applies.
How to contact us
Use the Contact page and include your order ID and a short description of the problem. Never send card numbers or payment passwords.