Refund policy

This is automatic and needs no request. A credit is deducted when a render starts, and returned to your balance if that render does not finish — whether it errored, timed out, or the worker crashed. You are never charged for a video you did not receive.

If a render failed and your balance did not go back up, contact us: that is a bug, not a policy.

Purchases are processed by Polar, our merchant of record. Refunds are issued through Polar and land back on your original payment method.

• Unused credits. If you have not spent the credits from a purchase, we will refund it in full within 14 days of the order.
• Partly used credits. Renders you have already run were really performed and are not refundable. We may issue a partial refund at our discretion.
• Something went wrong. If the service failed you in a way credits do not cover — an outage, a billing error, credits that never arrived — tell us and we will make it right, whatever the 14 days say.

Statutory rights come first: where consumer law in your country gives you a stronger right than this policy, that right applies.

This part is mechanical, so it is worth stating precisely. When a refund is processed, we remove the credits that order granted:

• We remove up to the number of credits the refunded order granted, never more.
• Your balance is never taken below zero. If you have already spent some of those credits on renders that ran, only what is left is removed — we do not put your account into debt or hold the shortfall against a future purchase.
• Each order is reversed at most once, so a repeated refund notification cannot deduct twice.
• Videos you have already rendered stay in your gallery. A refund reverses credits, not finished work.

The 3 credits a new account receives were never paid for, so there is nothing to refund. They are forfeited if the account is deleted or suspended.

Email us with the address on the account and the approximate date of the purchase. We aim to respond within a few business days, and once a refund is issued the money takes as long as your bank takes.

Please contact us before opening a chargeback — a chargeback costs us the disputed amount plus a fee and gets you your money slower than asking does.