Refund Policy

The short version

Credits you have not spent can be refunded within 14 days of purchase. A render that fails is refunded automatically, in full, to the same credits it was taken from. A render that succeeds cannot be refunded because you did not like the result — that work has already been paid for upstream and cannot be unwound.

Failed renders

Every generation reserves its credits before the model is called. If the model rejects the job, times out, or returns nothing usable, that reservation is released and the credits return to the balance they came from (monthly credits to monthly, yearly to yearly, packs to the pack they were drawn from). You do not need to ask for this and you should not have to.

If a render failed and the credits did not come back, write to us with the task id shown in My Videos and we will correct it manually.

Unused credits

| What you bought | Refundable? | Window | | ------------------------------------ | ------------------------------------------------------------------- | --------------------------------------------- | | One-time credit pack, untouched | Yes | 14 days from purchase | | One-time credit pack, partly used | Only the unused remainder, at the pack's effective per-credit price | 14 days from purchase | | Subscription, current period, unused | Yes, for the current period | 14 days from the first payment of that period | | Subscription, credits already spent | No | — | | A render that succeeded | No | — |

Refunds go back to the original payment method. Card networks typically take five to ten business days to show the credit.

Subscriptions

Cancelling a subscription stops the next renewal. It does not immediately remove the credits already granted for the period you have paid for: those stay usable until the period ends, exactly as the pricing page describes. If you cancel and then change your mind before the period ends, no refund is due for that period — you have had the use of it.

Chargebacks

Please write to us before filing a chargeback. A chargeback costs more than the refund and freezes the credits while it is investigated. We would much rather just refund you.

Contact

Everything above goes through contact@ozilai.video. Include the email on the account and, for a failed render, the task id — that is usually enough for us to fix it in one reply.