Refund policy
Last updated November 1, 2026
A return of generation credits restores your site balance. A purchase refund returns a payment through the payment provider. These are different processes; the conditions below explain each one.
Failed generations and credit returns
Credits return automatically when a job finishes in an eligible failed state without a delivered result, including a provider refusal that produces nothing. An active or submitted job is not yet a failed job. Once the model makes a result and it is delivered, that render uses its credits even if the result is not what you imagined. Contact support if a result is clearly broken so the specific job can be reviewed.
Cancellation and completed work
A queued job may be cancelled when the generator offers that action. Once the upstream provider has accepted and charged for the render, cancelling it or disliking a delivered result does not automatically return credits. Do not submit the same request again just because it is taking time; check the existing job first.
Unused credit purchases
Ask within 14 days of purchase for a refund of unused credits. An entirely unused pack is refunded in full, minus payment-processor fees where applicable. For a partially used pack, the unused credits are refunded pro-rata at that pack’s per-credit price. Used credits and free promotional credits are not cash-refund balances. Mandatory consumer rights continue to apply.
How to request a review
Email the contact address below with your account email, order or payment reference, the relevant job or file link, and a short explanation. Never send a full card number, card security code, password or sign-in code. We answer within 5 business days. An acknowledgement does not itself approve a refund.
After a purchase refund is approved
An approved purchase refund is processed through the original payment provider and the corresponding unused credits are removed or adjusted. The time until the money appears depends on the provider and your bank; it is separate from our response time. If a payment appears duplicated or unauthorized, contact us with the transaction references so we can investigate.
Questions? Email support@freeaivideo.app