Payment refund requests
We honor customer payment refund requests after verifying purchase ownership. Refunds use the original payment channel. Associated entitlements are adjusted in the ledger, including when some have already been used. Your bank or payment provider controls when the returned funds appear.
Failed or blocked videos
A confirmed ordinary generation failure can be retried once with the same input. A second failure, or a moderation refusal, restores the video entitlement once and asks you to try a clearer appropriate photo. We do not resubmit an unknown paid task or repeat a moderation refusal to get around review.
A slow task is checked first
Generation can normally take more than four minutes. We check the original task and its status before deciding it failed. Restoring an entitlement is separate from refunding the original payment.