Refund Policy

Failed and partially completed work

Credits charged or held for a failed generation are returned automatically, including provider errors, timeouts and assembly failures.

• A character's photo set, a director's looks and item pictures, and the optional clip check are charged for what they used, never more than the price shown. The difference is returned when the work ends. If a photo set delivers no photo, nothing is charged.
• Each video scene (including one made from a clip you upload), marketing still, location background and text plate is metered separately. An estimate is held and settled to the provider's actual cost, which can be lower or higher. Each failed item is refunded in full; successful items are charged.
• Chat turns are metered on real usage: we hold an estimate and settle against actual usage when the turn ends.

A generation refused by content moderation is also refunded. These automatic refunds return credits to your balance.

Subscriptions and unused credits

Cancel in settings at any time to stop the next renewal. Access continues until the end of the paid period. Credits expire each billing period and have no cash value; cancellation alone does not refund unused credits.

Your statutory rights

Nothing in this policy limits rights the consumer law where you live gives you.

If you buy as a consumer in the UK or the EU, you normally have 14 days to cancel a purchase of digital content. That right ends for content already supplied once you have asked for supply to start straight away and acknowledged that cancelling is no longer possible. Where you were not asked for both, contact Support within 14 days and we refund the unused part to your payment method. Business customers do not have this right.

Billing problems

Contact Support with the date and the work affected.