Refund Policy

Before launch

Checkout is closed until the video workflow, private storage, and payment provider have been verified. No payment should be collected in the local mock mode.

Failed jobs

A video credit is reserved when a task starts. If the provider reports failure or the task cannot be submitted, the reservation is released so the credit is available again. A completed, stored, downloadable video uses one credit. A failure notice in the task page should show whether the credit was returned.

Payment or result problems

If a charge appears without the expected credits, if a result cannot be downloaded, or if a job remains stuck, open a support ticket from the purchasing account. Include the order or task ID, but do not send full card details or private image URLs. We will review provider payment records and task status before deciding on a correction or refund. Refund and consumer rights required by applicable law remain available.

Unused credits

An unused credit remains on the account unless a refund or account action changes it. A refunded or reversed purchase should not leave spendable credits. Automatic refund reconciliation requires live provider testing before launch; until then, staff must review reversals manually and keep public checkout closed.