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 get a full refund of a credit pack within 14 days of buying it, as long as none of that pack’s credits have been spent. Once you’ve started using a pack, it can’t be refunded, because the generations it paid for have already cost us money.
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.
- A plan payment, first or renewal, can be fully refunded within 14 days if none of the credits it added have been spent. We remove those credits and end the plan.
- Otherwise we don’t give partial refunds for unused time.
- Forgot to cancel before a renewal? Email us within 14 days. If you haven’t used that renewal’s credits, we’ll refund it.
Marketplace purchases
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.
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 email us before disputing a charge with your bank; it’s faster for you. If a payment is reversed, we remove the credits it added and may suspend the account.
Your legal rights
This policy doesn’t limit any refund rights you have under the law where you live. If you’re in the EU or UK, you agree that generations and credits start being supplied as soon as you use them, so the 14-day cancellation right ends for any credits you’ve spent.
See also: Terms of Service · Privacy Policy · Refund Policy · Questions: [email protected]