Credits and Refunds

The short version: credits never expire, and a payment for credits is not refundable.

Credits never expire

There is no expiry date on a credit balance. Whatever you paid for and did not spend stays on your account until you spend it. We do not expire, reduce or delete unused credits, and we do not convert them into anything else.

Payments for credits are final

Once a payment has cleared and the credits are on your balance, that payment is final. We do not refund it, whether or not you have used the credits.
There is no cash-out. Credits cannot be withdrawn, paid out, transferred to another account, or exchanged for anything.
This is not a subscription. Nothing renews and you are not charged again. A payment buys a fixed amount of credit, once.
Buying more credit than you expect to use is your decision to stand by. Please buy the amount you expect to use.

What we do return to your balance

A generation that failed and produced nothing is not charged.
A video a provider accepted but never finished is returned to your balance automatically.
If a charge is taken and no result is ever recorded against it, the amount goes back to your balance.

Those are returns to your credit balance, not refunds to your card. Credit put back on your balance can be spent on anything, and is still not withdrawable.

Why the payment is final

The money has already been spent. Your generation has run, a third-party model provider has done the work, and been paid for it. Returning the payment would mean being paid twice for the same work.
Holding unused credit costs nothing, because it never expires. There is no storage, servicing or expiry cost for us to recover.

If something went wrong

If a charge looks wrong, or a result is not what you paid for, contact us before doing anything else. We can usually settle a query faster than a formal dispute can.

Disputes and chargebacks

If you raise a dispute with your bank, the card network decides, not us. Nothing on this page can stop a chargeback being raised.
A chargeback costs the payment processor a fee, and costs us work that has already been done, so it is the most expensive way to settle a problem for both of us.
Contact us first. Every generation records the model, the time, what it cost and what came back, so it can be checked against the provider's record for the same job.