When we give money back.

• A render that fails costs you nothing. The credits go back to your balance automatically.
• Credits are not refundable once a render has been delivered.
• Credits you bought as a one-time pack and have not spent can be refunded within 14 days of the purchase.
• A plan can be cancelled at any time. It runs to the end of the period you already paid for, and there are no partial-month refunds.
• The course is not refundable; see the course terms.

When you press Generate, the credits for that render are held rather than taken. They are only taken when a finished file lands in your library. If the render fails, times out, or is cancelled before it finishes, the hold is released and the credits are back in your balance, usually within a minute and without you asking.

If you can see a failed render in your library and the credits have not come back, that is a bug rather than a policy. Tell us and we will fix the balance.

A delivered render is delivered. The compute behind it was bought and used, so spent credits are not refundable, and that includes renders you did not like, a character that came out wrong, a prompt that did not say what you meant, and an export you started by accident.

Every price is shown before you commit. The Generate button carries the exact credit cost of the render you are about to make, and the editor says whether an export is free on your plan or what it will cost, so nothing is charged at a price you have not seen.

If a render is delivered but obviously broken, a file that will not play or one that is not the length you asked for, that is not a taste question and we will return the credits. Ask us.

Credit packs bought on their own, without a plan, can be refunded in full within 14 days of the purchase, as long as none of the pack has been spent. We refund to the card that paid, and the credits come off your balance at the same time.

Part of a pack is not refundable. Credits are spent in the order that costs you least: your starting credits first, then your plan credits, then packs, and within any of those the ones that expire soonest go first. A pack you have not touched therefore stays untouched until your plan credits run out. Packs are good for 12 months. Plan credits are good for the period that granted them and expire at the end of it, apart from a short grace if a renewal payment fails.

You can cancel a plan whenever you want, from billing, and nothing is charged again after that. The plan stays live until the end of the period you have already paid for, and you keep the credits it gave you for the whole of that period. They expire when it ends, which is the day they would have expired anyway.

We do not refund part of a month or part of a year. Cancelling on day two of a month you paid for gives you the rest of that month, not the money back. This is the same on annual plans: cancelling runs the plan to the end of the paid year.

If a renewal charged you after you thought you had cancelled, write to us within a few days of the charge and we will sort it out rather than argue about which button was pressed.

Closing your account is not the same as cancelling a plan, and it is harsher. Closing cancels your plan straight away rather than at the end of the period, and the rest of the period you have already paid for is not refunded. If you want the time you have paid for, cancel the plan first and close the account from your account page once that period has run out.

Email [email protected]. Tell us the account you sign in with, roughly when the purchase or the render happened, and what went wrong. You do not need a form or a reference number.

We answer within a few business days. Approved refunds go back to the original payment method through Stripe, and how long the money takes to appear after that is your bank rather than us, usually five to ten days.

Please ask before you open a dispute with your bank. A chargeback freezes the account while it runs, which helps nobody, and almost everything people dispute is something we would have simply refunded.

This page is part of the terms. Where the law where you live gives you refund rights beyond what is written here, those rights still apply and nothing on this page takes them away.