Failed and timed-out generation
If a paid job is confirmed failed or exceeds the service timeout, the generation credits reserved for that task are returned automatically once. You can see the final status in My videos. Repeated provider callbacks do not create extra debits or refunds.
Free preview failures
A failed or timed-out preview returns its free credits once to the free wallet. These credits remain separate from paid credits. The daily place is released only if provider submission had not started; an uncertain submission still counts. A returned place belongs to the original UTC admission day and does not increase another day’s limit.
Purchase refund requests
For a duplicate charge, unreceived credits, or a refund request for unused credits, email x771364026@gmail.com with your account email and order identifier. Please contact us within fourteen days where possible so we can investigate promptly. Do not send card numbers or other payment credentials. Any statutory consumer rights still apply.
Successful videos and AI artifacts
A completed AI video can contain imperfect motion or likeness. If the output is unusable, contact us with the job ID so we can review it. We do not promise a refund for every artistic preference, and we will explain the outcome of the review. Approved monetary refunds are processed through the original payment method and revoke the corresponding purchased credits.
Content report response and enforcement deadlines
These commitments apply to content reports, including reports of prohibited content, unauthorised likeness use and infringement. They govern content safety actions separately from purchase refund decisions.
- We will respond by email within 2 business days after receiving a content report, acknowledging the concern and providing an initial assessment or requesting the information needed to investigate.
- Within 5 business days after we confirm a violation, we will complete the appropriate enforcement action, such as removing media under our control, restricting generation or downloads, suspending access, or terminating the responsible account.
- For serious or urgent harm, including suspected child sexual abuse material, non-consensual intimate imagery or credible threats of serious violence, we immediately restrict access to the affected media or account when we identify the risk, while we investigate. We comply with applicable evidence-preservation and reporting obligations.
- We will notify the reporter of the review outcome and completed action, subject to privacy and legal restrictions. If the investigation remains open, we will provide a status update at least every 5 business days. An ongoing investigation or appeal does not extend the enforcement deadline once a violation has been confirmed.
- Business days mean Monday through Friday in Hong Kong time (UTC+8). Deadlines are counted from the first business day following receipt of the report or confirmation of the violation, respectively.
Content complaints and payment refunds
To report prohibited content or misuse, email x771364026@gmail.com with the subject “Content report” and the job ID or URL, a short explanation and relevant evidence. Content reports follow the response and enforcement deadlines above even if a related refund request is still being reviewed. A report or account restriction does not automatically approve or deny a payment refund. We review unused-credit and payment refund requests under this policy and applicable consumer rights; confirmed failed or timed-out jobs still receive their automatic credit return once.
Reporting, enforcement and appeals in the Acceptable Use Policy