A rejected photo or failed render
When a saved task is confirmed failed, the credits charged for that task are restored automatically. Repeated refreshes do not restore the same charge twice. The task remains visible in My videos with its failure status.
An unavailable upstream service can reject the request before a task is created. In that case no generation credits are charged. If a connection times out during submission, check My videos before trying again.
Purchases and subscriptions
One-time packs and recurring plans are separate purchases. Pack credits have no expiry. Monthly plans issue credits per monthly billing period; annual plans issue their annual allowance at checkout. Cancel renewal through your account’s billing settings.
Credit restoration for a failed render is not a card-payment refund. For a purchase refund request, use Contact and provide the order reference, purchase date and reason, without sharing card details. The main site refund policy governs purchase refunds.
When a status is uncertain
A request whose paid submission may have reached the provider is kept for checking instead of automatically submitting a second paid render. Keep its task ID and contact support if it does not progress.
For any billing question, include the task or order reference and explain what you expected to happen. This helps support distinguish a failed render, a pending task and a purchase issue.