A confirmed failure returns 100 credits
When the video service confirms a failed generation, the 100 credits spent on that job return to your balance. Repeated status checks do not return multiple credits. A pending or uncertain submission stays under review rather than being automatically submitted again.
Requesting a cash refund
Contact support from your account email with the checkout or job ID. Explain the issue and whether credits remain unused. Cash refunds require review and are not automatically promised for aesthetic preferences. Approved refunds are processed through Stripe to the original payment method; bank processing time varies. Statutory rights remain applicable.
What happens to refunded credits
A cash refund removes the corresponding purchased video entitlement. Partial adjustments use the original order’s saved price and credits, calculated cumulatively so a full refund removes the full pack. If those credits were already spent, an adjustment must be settled before further generation. A later failed-job credit return first offsets that adjustment; it cannot restore a refunded purchase.
Questions about your account or purchase? Contact contact@rumpelstiltskin.pro.