Refund Policy
Last updated: October 1, 2026
We want you to pay only for videos you actually get. This policy explains when credits are returned automatically and when a payment can be refunded to your card.
Failed generations: automatic credit refunds
Credits are reserved when a video starts and are only spent if the video renders. If a model returns an error, times out, or declines your prompt or image under its safety rules, the job is marked as failed and the full credit amount is returned to your balance automatically — usually within seconds, at most within an hour. You do not need to contact us.
A video that renders but does not look the way you hoped is not a failed generation: AI results vary, and every run uses real compute. Drafting with shorter clips or a cheaper model is the best way to keep costs down while you refine a prompt.
Credit pack purchases
Credit packs are delivered to your account immediately after payment, so purchases are final and unused credits are not refundable. Credits never expire, so you can use them at your own pace.
We will refund a payment to the original payment method when:
- you were charged more than once for the same order;
- you were charged but the credits never arrived in your account;
- a technical problem on our side made the service unusable for you and we could not fix it in reasonable time;
- a refund is required by the consumer law that applies to you.
Contact us within 14 days of the payment. When a payment is refunded, the credits it added are removed from your balance (credits already spent are not charged back to you).
How to request a refund
Email support@sivideogen.com from the address on your account with the date and amount of the payment, or reply to your Stripe receipt. We answer within two business days. Approved refunds go back to your original payment method and usually appear within 5–10 business days, depending on your bank.
Chargebacks
Please talk to us before opening a dispute with your bank — it is almost always faster. Accounts with an open chargeback are paused until the dispute is resolved.