Refunds

Failed generations are always refunded

If a video or image fails to generate, your credits come back automatically and in full. You do not need to ask and there is nothing to claim. The refund appears in your credit history as Refunded, usually within seconds.

This covers every way a generation can fail:

• the model provider refuses or rejects the prompt;
• the generation times out;
• we cannot store the finished file;
• you cancel before it starts.

If we did not deliver it, you do not pay for it. This is the only refund we make, and it is made in credits.

How credits are held

Pressing Generate reserves the credits immediately, before anything is made. If it succeeds they are spent; if it fails they are returned.

This means your balance drops the moment you press Generate rather than when the result arrives. That is intentional and normal. Your credit history shows exactly what happened to every credit.

We do not return money

Credits are not refundable for cash, in any circumstance, and we do not buy them back. Credits are a digital product: they reach your account in full the moment your payment is confirmed and can be spent immediately, so a purchase is complete as soon as it is delivered.

That applies to credits you have not spent as well as credits you have. If you buy a pack and change your mind, or buy more than you turn out to need, we will not return the money — but nothing is lost either: credits never expire, so they stay on your account until you use them, however long that takes.

Please buy the size of pack you expect to use. The smallest pack exists so that trying the service does not require a large purchase.

If we get something wrong

Mistakes are put right on your account, in credits — not by returning money. If you were charged twice for the same purchase, if credits you paid for did not arrive, or if a generation took the wrong number of credits, tell us and we will correct the balance.

You will always get the credits you paid for. Where the fault is ours, you get them without argument.

If we close your account

If we close your account for a reason that is not a breach of our terms by you, you do not lose the credits. Tell us where to put them and we will move your unspent balance to a replacement account you nominate. Ending the account was our decision rather than yours, and keeping what you paid for something we then stopped you using would not be right.

It is still not money: the balance moves, it is not cashed out. We do it by hand, so allow a few days.

Closing your own account is different: unspent credits are not returned or moved, because nothing stopped you spending them and they would never have expired.

Credits never expire

Unspent credits stay on your account indefinitely. We do not expire them, we do not charge a fee for holding them, and closing your account is the only thing that ends them.

What a credit buys can change over time — see how pricing works in our terms, because our supplier charges us in US dollars and the exchange rate moves.

Deleted videos and images are not refundable

What you generate is kept for the retention period shown on your account and is then permanently deleted. The expiry date is displayed on every generation, and we warn you when one is close.

Deletion after that period is expected behaviour, not a fault, and is not refundable. Download anything you want to keep.

Getting help

Email [email protected] with your invoice number, which is in your billing history. We will reply to confirm we have it, and decide within 15 days.

If you are not satisfied with our decision, our complaints procedure explains what to do next, including the consumer authorities you can take it to.