There are two kinds of refund: credits going back to your balance when a generation fails, which is automatic, and money going back to your card, which you ask us for. The refund policy is the full text; this page is the practical version.

Credits for failed generations

You do not need to ask. If a generation could not start, failed or was cancelled at the model provider, timed out, or was interrupted by a server restart, the full cost goes back to your balance and the job card says "Credits were refunded." For two-step tools such as kiss and hug videos from two photos, both steps are refunded if either fails.

Rejections by a model's safety filter are refunded only up to a daily limit; see Why was my generation blocked. If a refund you expected is missing from Credit history on your account page, contact us with the time of the job and the model.

Refunds of payments

You can ask for a refund of a subscription payment (monthly or yearly) or a top-up when both of these are true:

  • the request is within the refund window in the refund policy, counted from the date of the charge, and
  • none of the credits that payment added have been spent, meaning your balance is still at least the number of credits it added.

We refund the payment in full and remove those credits from your balance. After the window, or once credits from the payment have been used, payments are not refundable, except where the law requires it. Free credits are never refunded.

We always refund in full duplicate charges and billing errors on our side.

How to ask

  1. Email us from the address you sign in with. The address is on the contact page.

  2. Include the date and amount of the charge. The invoice or receipt number helps.

  3. We check the payment and your balance and reply by email.

Approved refunds go back to your original payment method through Stripe. How soon they show on your statement depends on your bank.

Contact us before a chargeback

Please email us before disputing a charge with your bank. A chargeback on a charge you made can lead to your account being suspended and the credits from that payment being removed.

If you live in the EU or UK

You have a right of withdrawal for digital services. Starting a generation asks us to provide the service right away, so you lose that right for the credits you use. Credits you have not used are covered by the refund rule above.