Refund Policy
This policy explains what happens when payment or generation does not complete as expected.
Last updated: November 2, 2026
Failed video tasks
When the generation provider confirms that a task failed or was rejected, its reserved credits are returned automatically to the same account. Do not resubmit a task while it is processing or under review.
Credit-pack refunds
Credit packs are digital goods delivered after verified payment. If you were charged but credits were not added, or a charge was unauthorized, contact support with your order ID.
You may request a refund for unused purchased credits within 14 calendar days of purchase. Consumed credits for successfully delivered generations are not refundable solely because of creative dissatisfaction, except where required by law. Approved refunds return through Dodo Payments and adjust associated credits proportionally.
Completed-result review
AI appearance, motion and audio can vary. A delivered video is not eligible for a cash refund solely because its creative result differs from an expectation, except where required by law.
If a result has a technical or policy concern, contact support with the task ID and a short description.