How do I request a refund?
Credits for generations that fail on our side are refunded automatically. Other refunds are reviewed case by case — contact support with the details.
Failed generations are refunded automatically
Credits are deducted when a job is submitted to the generation infrastructure. If that job then fails for a reason on our side, the credits are returned to your balance automatically — you do not need to ask. If you can see a failed generation and the credits have not come back, that is a bug worth reporting.
Everything else
Other refunds are discretionary and reviewed case by case. Contact support with the email address on the account, the date and amount of the charge, and what happened. Accidental duplicate charges and charges on an account that was never used are the situations we can most readily help with.
A refund request is more likely to be resolved quickly if it includes the specific charge date and amount, since that lets us find the transaction immediately.
Please contact us before a chargeback
Raising a chargeback with your bank may result in the account being suspended, and it is slower than simply asking us. If something has gone wrong with a payment, get in touch first.
The governing policy is in our terms:
Terms of Service, section 7Last reviewed against the live product in August 2026.