Refund Policy

Failed generations

If a paid generation task fails, the credits used for that task are returned to your balance automatically. You do not need to contact support or submit a form. The credit ledger prevents the same task from being refunded more than once.

A completed video is considered delivered even if its creative details differ from what you imagined. Generative models can vary, so please use the clearest reference photos and review the current credit cost before submitting.

Credit-pack purchases

Credit packs are one-time purchases and do not renew. If you bought a pack by mistake, contact support within seven calendar days of payment. We can review a refund when the purchased credits have not been used.

Used credits, completed generated videos, payment processor fees that cannot be recovered, and suspected abuse may make a purchase partially or fully ineligible. This does not limit any mandatory rights you have under applicable law.

How to request a review

Email support@neonaidance.org from the address used for your account. Include the order number, payment date, pack name, and a short explanation. Do not send your full card number. We may ask for a redacted receipt to verify the order.

Approved refunds are sent to the original payment method through Stripe. Processing time depends on your bank or card issuer.