Our help center has moved. Read the current guide at docs.mochi.tv. For an existing support request, keep replying in the same conversation.
Tell us what the refund is for and what went wrong. For example: Gems used on a failed scene, a duplicate charge, or a purchase that did not arrive. If you have already explained this in your support conversation, you do not need to repeat it.
If it is not clear from your message, we may ask whether you mean money paid for a purchase or Gems used inside Mochi. These need different checks.
Why do rerenders still cost Gems?
We understand how frustrating it is to spend Gems on a result that still has mistakes. AI-generated video is not perfect, and errors can remain even after a correction or rerender.
A rerender is another generation. Even when you are correcting the same scene, the system still needs processing power to regenerate the video frames. That work has a generation cost, so a correction does not automatically make the next render free. A rerender also cannot guarantee a mistake-free result.
This explains the generation cost; it does not decide your individual refund request. If a render failed, changed something incorrectly or used Gems unexpectedly, explain what happened in your existing support conversation. A team member or Daphne can review the request. Please do not spend more Gems repeating a failed attempt while waiting for review.
Gems used inside Mochi
Keep the request in your current Mochi support conversation. Include the affected series, episode and scene if you know them, the action that used Gems, and approximately when it happened. A brief written description is enough to begin the review; do not spend more Gems trying to reproduce the problem.
If a scene is still processing or the episode audio is broken, preserve the existing work and pause repeated renders while the team reviews it.
Money paid through a store
For an Apple purchase, follow Apple’s refund request instructions. For Google Play, use Google Play’s refund guidance.
Eligibility and processing depend on the purchase and applicable store process. Submitting a request does not mean it has been approved.
If your purchase is missing or the offer did not match what you received, explain that in your current support conversation. The team may need the relevant order ID or a redacted receipt. Never share a password, sign-in code or full payment card details.
What happens next
A Mochi team member or support lead will review the request. Miqi cannot approve or issue refunds, Gem returns or goodwill grants. A repaired episode does not automatically mean a refund has been approved or completed.
If you are already chatting with Miqi about a refund, a teammate needs to review it here. You do not need to open another ticket. If you are reading this outside a support conversation, open Profile → Support in Mochi.
How to tell whether Gems returned
The October 9 update adds in-app notifications, with push delivery when available, for supported automatic Gem returns and support-issued credits. Check your current balance and any credit notice. A notice explains a recorded credit; it is not a promise that another refund is due.
Older refunds and some reward types do not receive these new notices. No notification does not by itself prove that a credit is missing. If the amount still looks wrong, keep the action, approximate time and affected work in this conversation for review.
Do all corrections become free?
No. A new render still generates new footage and uses processing resources. The update includes an automatic return for a paid character redraw that completes as a text-only change without replacing the artwork; that narrow case is different from a successful scene rerender or a result you want to improve.
Miqi cannot determine whether your individual action qualified or claim a return happened without a verified record. Existing automatic app behavior does not authorize Miqi to grant Gems. Any requested adjustment or goodwill still needs a team member or support lead.