1. Credits vs. money
Returning credits and refunding a payment are different things. This policy explains when each applies. Your plan, payment history and credit history are in your account and credits pages.
2. Failed AI requests
If a request fails for a technical reason, the credits reserved for it are returned automatically — you do not need to ask. For usage-based requests we charge only what was actually used and return the rest of the reservation. If your balance looks wrong, contact us with the approximate time of the request.
3. Completed results
A result that was generated successfully but does not match what you wanted is not a technical failure. Trying again with different photos uses credits as shown for that request. If a finished video clearly does not show the person in your photo (the wrong face, or a badly distorted one), contact us with the video: we review each case and, where the render is at fault, return its credits.
4. Plans
You can cancel a plan at any time from your account (through the payment provider's portal). Cancellation stops the next renewal; you keep the credits of the current paid period until it ends. Canceling is not itself a refund request.
5. Credit packs
Credit packs are one-time purchases. If a purchase was a mistake and the credits have not been used, contact us within 14 days of purchase for a refund.
6. Requesting a refund
Contact us with the order reference (shown in your payment history), the purchase date and the reason. We review the payment, the usage and your statutory consumer rights before deciding. Approved refunds go back to the original payment method through Stripe.
7. What a refund does
An approved refund goes back to the original payment method through the payment provider; timing depends on the provider and your bank. When an order is fully refunded, the credits it granted that are still unused are removed. Partial refunds do not change your credits.
8. Promotional credits
Sign-up bonuses and other promotional credits are not purchases and cannot be refunded or exchanged for money.
9. Unexpected or duplicate charges
Report unfamiliar or duplicate charges promptly with enough information to identify the order — never send a full card number. We will check our records and put it right.
10. Contact and statutory rights
support@clipremake.com. This policy does not remove any rights that applicable consumer law gives you. See also our Terms of Service.