Refund Policy

How credits work

CinePixel runs on credits. You get them in two ways:

• Credit plans (monthly or annual) charge you each billing period and add that period's credits to your account. Credits from a plan expire at the end of the billing period they were granted for.
• One-time credit packs charge you once. Their credits do not expire.

Each image or video generation uses the number of credits shown before you start it. This policy explains when you can get money back and how to ask for it.

Failed generations

If a generation fails or does not complete because of a system or model provider error, the credits it used are returned to your balance automatically. You don't need to contact us, and the returned credits appear in your credit history. Returned credits count as unused when we work out a refund.

Refund eligibility

You can request a refund for a charge, including a plan renewal, when all of the following are true:

• You ask within 10 days of that charge.
• Credits from that charge are still unused in your account.
• You tell us why you are asking for a refund.

If you haven't used any credits from that charge, we refund the full amount you paid for it. If you have used some of them, we refund the unused share: (credits from that charge you have not used ÷ credits granted by that charge) × amount paid.

When a refund is approved, we remove the refunded credits from your balance. If the refund is for a credit plan, we also cancel the plan so it does not renew.

Cancelling a credit plan

You can cancel a credit plan at any time from your account. Cancelling stops future renewals; it does not refund the current period on its own. The credits for the current period stay usable until that period ends. If you also want a refund for the latest charge, request it within the 10-day window.

Not refundable

• Requests made more than 10 days after the charge.
• Charges whose credits have all been used, or have expired.
• Free, starter, promotional, or redeemed credits.
• Accounts suspended or closed for breaking our Terms of Service.
• Purchases involved in fraud or abuse of the service.
• Charges that already have a chargeback or payment dispute open with your bank or card issuer.

How to request a refund

Email support@cinepixel.ai with the subject "Refund request" and include:

• The email address of your CinePixel account.
• Your order or transaction ID, or the payment receipt.
• The date of the charge.
• The reason for your request.

Please contact us before opening a chargeback, so we can sort it out directly.

Processing

We reply to refund requests within 5 business days. Approved refunds go back to the original payment method. Banks and card issuers usually take 5–10 business days to show the refund on your statement.

Changes to this policy

We may update this policy from time to time. The version on this page applies to charges made while it is published.

Contact

Questions about refunds can be sent to support@cinepixel.ai.