Refunds & failed
generations.

Last updated 27 October 2026

During the preview

When checkout is marked closed, the site cannot accept payment. Preparing or copying a concert brief does not charge you.

Confirmed generation failures

When the provider confirms failure, the reserved video credit returns to your balance once. A returned video credit is not a refund to your card. If a provider response is uncertain, the job remains under review with its credit reserved so a second paid request is not created.

Completed videos

AI likeness and performance vary. If a result cannot be played or downloaded, or has a serious technical problem, contact us with the job ID for review. Do not submit another paid task merely to report a problem.

Unused purchases and cash refunds

Contact support to request a review of an unused pack or an incorrect charge. Do not assume a cash refund from the browser cancel button or a deleted video. Approved refunds return through the original payment method. The related unused credits are removed; affected unresolved tasks require review. Mandatory consumer rights remain applicable.

Get help

Use the contact form with your account email and order or job ID. Do not send card numbers or passwords.