Refunds & cancellation

Canceling a generation

Use Cancel run where it is available to stop further work on a run. Work already sent to an external provider may still complete and may consume the reserved credits. Canceling a run does not automatically reverse a completed generation or create a cash refund.

Existing completed assets are retained where the workflow supports recovery. Do not submit the same generation repeatedly when its status is uncertain; contact support or use the available status-check controls.

Failed and uncertain jobs

For a confirmed failed generation step, its reserved credits are released under the billing workflow. If a provider may have accepted the work, the reservation can remain while we reconcile its status. Resuming a failed step can reserve its quoted credits again.

Completed steps are separate from later steps. For example, completed clips may remain charged when video assembly fails; resuming assembly can reuse those clips without generating them again.

Requesting a payment refund

Contact us for duplicate charges, a captured payment that did not add credits, an unauthorized payment concern or a request relating to unused purchased credits. Include your account phone number, order or payment ID, payment date and a description of the issue.

We review requests against payment records, credit usage and the circumstances of the issue. A support request does not itself confirm a refund. Credits already used for completed generation are not automatically refunded because the creative result differs from your preference; applicable consumer rights and remedies still apply.

Welcome and promotional credits cannot be refunded as cash. Approved payment refunds are processed through the payment provider, and the corresponding purchased credits are reversed. If those credits were already spent, the account may require reconciliation before further generation.

Processing and bank timelines

We confirm the outcome and available payment reference when a refund request is reviewed. After a refund is initiated, its arrival depends on the payment method, processor and bank. Contact us with the refund reference if the expected date communicated for your payment has passed.

Do not send OTPs, UPI PINs, passwords or full card details when requesting help. Nothing in this policy limits a refund or other remedy required by applicable law.