We believe in being fair. Here's exactly when you can request a refund and what to expect.
There are two types of refund:
Subscription refund — cash back to your original payment method
Credit reimbursement — generation credits restored to your account
Can I get a refund if I didn't use my subscription?
Yes. If you were charged for a billing period and used zero generation credits during that period, we'll refund the full amount. You must submit your request within 30 days of the charge.
Can I get a refund if I signed up by mistake or changed my mind?
Yes, if all of the following are true:
You are within 24 hours of your first charge
You did not use any credits
This is your first time requesting this refund (one-time courtesy per account)
If all three apply, contact support and we'll refund you in full.
Can I get a refund if I bought the wrong plan?
Yes, if all of the following are true:
You purchased a lower plan and upgraded because you needed a specific feature
You request the refund within 7 days of the upgrade
If both apply, we'll refund the lower-tier charge.
How credits are handled: any credits added by the lower plan and carried over to your new plan will be deducted from your new plan's balance. Example: your lower plan added 8000 credits; after the refund, those 8000 credits are removed from your account.
Why was I charged after I cancelled?
If you have a cancellation confirmation email — or written confirmation from our support team — and were still charged, that's our error. Share your confirmation and we'll refund all charges from your cancellation date onwards.
If you don't have proof of cancellation, we can refund your most recent charge only, regardless of how many months of account inactivity.
30-day limit is firm: all refund and credit reimbursement requests must be submitted within 30 days of the charge or affected generation. We're unable to make exceptions to this window, regardless of the circumstances.
Can I get my credits back if a generation failed?
Yes. We may restore credits (not cash) if a generation failed due to a platform issue. Requests must be submitted within 30 days of the affected generation. Eligible cases include:
Technical glitches or system errors
Failed or broken generations
Unexpected results caused by a confirmed system issue
Invalid reference image submissions (automatically refunded within minutes)
Failed or duplicate actor generations caused by system errors
Credit reimbursements are reviewed case by case against the criteria above. We don't guarantee reimbursement outside these scenarios.
Quality disappointment vs. platform error: poor output quality alone — for example, unsatisfying lip sync, unexpected accents, or results that don't match your creative vision — does not qualify for credit reimbursement. Credits are only reimbursable when a confirmed platform or system error caused the result. If you're unsure whether your issue qualifies, contact support and we'll take a look.
If your generation returned an error saying "used credits were not counted," the refund is automatic and typically processes within a few minutes.
What can't I get a refund for?
Refunds and credit reimbursements don't apply to:
Credits already used to generate images or videos that completed successfully
Dissatisfaction with the creative output (e.g. "I don't like the result" or "it's not what I imagined")
Results that match the expected behavior of the feature, even if they don't meet your personal expectations
Subscriptions where any credits were used during the current billing period
Credit reimbursement requests submitted more than 30 days after the affected generation
The 24-hour change-of-mind refund, if you've already used it once on this account
Not sure if your case qualifies? Contact support — we're happy to take a look.
I used credits this month — what are my options?
We understand this is frustrating. If credits were used during the billing period, the subscription charge can't be refunded as cash — but there are still a few things we can look at:
Credit reimbursement for failed generations: if any of your generations failed or produced an error due to a platform issue this period, you may be eligible for a credit reimbursement for those specific generations. See the 'Can I get my credits back if a generation failed?' section above.
Unused credits on a lower plan: if you upgraded plans and want to refund the lower-tier charge, you may be eligible within 7 days — see 'Can I get a refund if I bought the wrong plan?' above.
Not sure which applies to you? Contact support with your account email and a description of what happened — we'll review what options are available.
How do I request a refund?
Just share:
Your account email
A short description of the issue
The affected video or generation, if applicable
Approved subscription refunds are typically processed within 5–10 business days and returned to your original payment method.