Failed generations
If a generation fails or times out, its credits come back to your account automatically. You don’t need to ask.
Credit packs
You can request a full refund of a mistaken credit-pack purchase within 24 hours, as long as none of that purchase’s credits have been used. Please don’t spend those credits while we review your request. Approved refunds remove the corresponding credits. Used purchases aren’t eligible for a change-of-mind refund, except where the law requires otherwise.
Plans (Creator and Studio)
- Cancel any time from your account page (“Manage plan”). Nothing more is charged, and you keep the plan and its perks until the end of the period you paid for.
- You can request a full refund of a mistaken plan payment, first or renewal, within 24 hours if none of the credits it added have been used. Don’t spend those credits during review. If approved, we remove the corresponding credits and end the refunded plan’s perks.
- Otherwise we don’t give partial refunds for unused time.
- Forgot to cancel before a renewal? Email us within 24 hours without using that renewal’s credits so we can review it.
Marketplace file problems: credits back
Animations bought with credits on the Marketplace aren’t refundable once downloaded, unless the file is broken or clearly isn’t what the listing showed. In that case, email us within 14 days and we’ll return the credits. This is a credit remedy for a broken or misdescribed file; the 24-hour cash-refund window above applies to unused credit packs and plan payments.
How to ask
Email [email protected] from your account’s email address, with your username and roughly when you paid. Approved refunds go back to the original payment method through Stripe and usually show up within 5 to 10 business days.
Chargebacks
Please contact support about an unexpected charge. If a payment is disputed or reversed, we review the affected purchase and may remove the corresponding credits or restrict the account. We don’t issue a separate refund while a bank dispute is pending, to avoid returning the same payment twice.
Your legal rights
This policy doesn’t limit any mandatory consumer rights, including applicable cancellation rights, under the law where you live. If an earlier version promised a longer refund window for your purchase, we honour that promise.
See also: Terms of Service · Privacy Policy · Refund Policy · Questions: [email protected]