Generation failures
Video credits are reserved when a full generation begins. After a confirmed failure, the system retries the job once where possible. If the job cannot be completed, the reserved credits are returned once.
A provider submission with an uncertain outcome is investigated before retrying to avoid paying for duplicate work. Unconfirmed jobs time out into a credit refund and an operational alert. Your video list shows the current state.
Rejected photos
If any photo in your band is rejected by the photo check, no video is started and no credits are spent. The reason appears under that photo so you can replace it.
Unused-pack refunds
You can request a refund of an entirely unused credit pack within seven days of payment. Sign in, open My videos and use the refund request next to an eligible purchase, or contact support with the order ID and account email.
A request is reviewed against the payment record and any use of that pack. Do not spend the pack while requesting its refund. Approved refunds return through the original payment provider; bank processing times vary. We do not charge you a refund handling fee.
Completed videos
A completed video uses credits. An unexpected artistic result is different from a technical failure; follow the photo guidance before generating. Contact us if a file is corrupt, missing or materially fails the stated format.
Consumer remedies required by applicable law still apply.
What to send support
Send the order or generation ID, your account email and a short description of the problem. Do not send card numbers, payment passwords or secret keys. The contact page lists the configured support route.
Questions, answered.
How long does it take, and what if it fails?
Most videos are ready in about 8 to 12 minutes in Standard and 15 to 20 minutes in HD. A progress bar shows the usual time, you can leave the page, and we email you when it is done. A confirmed model failure is retried once automatically; if it still fails, the credits for that job are returned.
Do credits expire while I wait?
No. Credit packs do not expire.