If a video fails, your credits come back
Credits are taken when you tap Generate. If the video can't be made (the AI service is busy, the request times out, or the result is blocked), its credits come back automatically so you can try again at no extra cost. You don't need to contact us. You can see the returned credits on the credits page.
Long waits
Most videos are ready in a few minutes. If the AI service is busy it can take longer; you can leave the page and the video will appear in My videos. If a video hasn't finished after 40 minutes it is cancelled and its credits come back automatically.
Blocked photos and videos
Photos, descriptions and results that break our Acceptable Use Policy are refused. A refused photo or description never uses credits; a refused result is never shown and its credits are returned.
Refunds for payments
For payments, see our refund policy. To ask for a refund, open a support ticket with your order number.
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