There are two kinds of refund. Credits come back to your balance on their own when a run fails. Money goes back to your card when you ask for it and the payment qualifies. The refund policy is the binding text; this page is the practical guide.

Credits for failed runs

You do not need to ask.

  • Studio: if a generation could not start, failed or was cancelled at the model provider, timed out, or was cut off by a server restart, every credit it took goes back to your balance and the result card says "Credits were refunded." Two-step tools, such as videos made from two photos, return both steps if either fails.
  • Prompt tools: a run that fails on our side does not count against your free prompts, and if it cost a credit, the credit comes back.

Rejections by a model's safety filter are refunded only up to a daily limit; see Why was my request blocked. Every charge and refund is on the Credits page. If a refund you expected is missing, contact us with the time of the run and the model.

Money back on a payment

You can ask for a refund of a subscription payment (monthly or yearly), a top-up or Lifetime when both are true:

  • you ask within the refund window in the refund policy, counted from the date of the charge, and
  • none of the credits that payment added have been spent, which means your balance still holds at least that many credits.

We then refund the payment in full and remove those credits from your balance. A full refund of Lifetime also ends Lifetime. After the window, or once credits from the payment have been used, the payment cannot be refunded unless the law requires it. Free credits are never refunded.

Duplicate charges and billing mistakes on our side are always refunded in full.

How to ask

  1. Sign in, then send us a message from the support button or the contact page.

  2. Give the date and amount of the charge. The invoice or receipt number helps.

  3. We check the payment and your balance and reply by email.

An approved refund goes back to your original payment method through Stripe, and we email you when it is sent. How soon it shows on your statement depends on your bank.

Contact us before a chargeback

Please get in touch before you dispute a charge with your bank. A chargeback on a charge you made can lead to your account being suspended and the credits from that payment being removed.

If you live in the EU or UK

You have a right of withdrawal for digital services. Starting a run that uses paid credits asks us to provide the service straight away, so you lose that right for the credits you use. Credits you have not used are covered by the refund rule above.