Refund Policy

A failed video returns a video credit

If a task is confirmed to have failed and no valid downloadable file can be delivered, the reserved video credit returns to your balance automatically, once. This is not a refund to your bank card. A slow or uncertain task is checked before it is ended; time passing alone does not authorize another paid generation.

Unused video packs

Our voluntary policy allows a full refund request within seven days of purchase when the entire pack is unused and there are no tasks in progress. Applicable statutory rights and payment-provider requirements take priority. Other circumstances can be reviewed individually.

How to request a refund

Open your account, find the order and choose Request refund. Include the order ID and a brief reason. You do not need to send face photos again. Unused credits associated with the request are held during review. They are revoked only after the payment channel confirms a successful refund; a failed refund releases the hold.

Quality concerns

For a serious identity issue, such as swapped faces or a missing person, submit your video ID for review. Where appropriate, a one-time replacement credit may be issued. A different expression, storyline preference or new version normally requires a new generation.

Refund confirmation

Submitting a request does not mean a cash refund is complete. Confirmed cash refunds return through the original payment method and may take additional time to appear, depending on the payment channel and bank. Contact support with your order ID if you need help.