Refunds
Failed generations: automatic. Plan fees: never. Bought credits: yes, less costs.
A generation that fails is refunded to your balance automatically, in full, without you having to ask. It appears in your history as a refund. We also reconcile the other way: if money was taken and the work was never done, we find it and refund it even if nobody reported it.
Beyond that there are two rules, and they are different:
| Refundable? | |
|---|---|
| Plan fees | No — you get the rest of the period instead |
| Credits you bought, unspent | Yes, less the card fee |
| Credits you bought, already spent | No |
| Credits included with your plan | No — never purchased |
PLAN FEES are not refunded. What you get instead is the period you already paid for: cancel your plan or deactivate your account and your access runs to the end of the current billing period before the account moves to Free. Partial periods are not prorated. The exception is a charge made in error — tell us within 14 days and we will refund it in full.
CREDITS YOU BOUGHT can be refunded to the original card, minus the costs already incurred on them. Two things come off: credits you have already spent, because we paid a provider to render those videos at the moment you made them, and the card processing fee on the original purchase, which our payment processor keeps even when the payment is refunded. So you get back the value of your unused bought credits, less that fee.
Credits that came with your plan are not refundable at all, in any amount. They were granted rather than bought, so there is no payment behind them to return. Your account page shows which half of your balance is which.
To ask for one, email support@remerged.ai from the address on the account.