Refund Policy

A video uses the number of credits shown before you press Generate. If a photo isn't approved by the video provider's review, or the render fails for any reason, those credits go back to your balance automatically, usually within minutes. You don't need to ask, and you can use them for another video right away.

Credit packs are one-time purchases, not subscriptions, and purchased credits don't expire. Credits are added to your account as soon as the payment succeeds, so delivered credits aren't refunded in cash, except where the law requires it, the payment failed, or we didn't deliver the credits you paid for.

If a payment went through but the credits are missing, contact us and we'll add them or refund the payment.

Credits we grant for free, for example on sign-up or in a promotion, have no cash value, can't be refunded and may expire as shown in your credit history.

If an outage or a bug on our side stops videos from being made, the credits are returned as described above. If you were affected in a way these rules don't cover, write to us and we'll put it right.

Cash refunds go back to your original payment method through our payment provider. A refund issued shortly after the payment often cancels the pending charge, so the charge may simply disappear from your statement. Otherwise banks usually show the refund within 5 to 10 business days.

If you think you were charged by mistake or a refund hasn't arrived, email support@movevid.com from the address on your account, with the date and amount of the payment.

Mandatory consumer rights in your place of residence remain in force.