Refund Policy
This Refund Policy explains when imgtovideolab can return money for a purchase of credits, and how to ask for it. It applies to every credit package bought on the Site.
Please read it before you buy. Completing a purchase of credits means you accept this Refund Policy.
1. Try Before You Buy
A free trial allowance is available to every new account, so the generation quality can be tested before anything is spent.
Use it. Output varies between models and prompts, and the trial is the cheapest way to find settings that suit your project. Once the results look right, credits can be bought with confidence.
2. Automatic Refunds for Failed Tasks
If a generation task fails because of a technical problem on our side, the credits it used are returned to your balance automatically, in most cases within 24 hours. Typical eligible failures are:
errors on our own infrastructure;
timeouts or outages on the model side;
failures inside our processing pipeline.
The situations below fall outside automatic refunds and are not eligible:
input images that break our Terms of Use;
input files that are invalid, corrupted, or unsupported;
prompts stopped by a safety filter;
tasks cancelled by the user after generation has started.
If a failed task looks as though it should have been refunded but the credits were not returned, email [email protected] with the Task ID and the case will be reviewed manually.
3. One-Time Credit Purchases
Unused credits from a one-time purchase can be refunded if the request is made within 30 calendar days of the transaction date, by emailing [email protected].
The following are non-refundable:
credits already used by generation tasks, whether or not the task succeeded, whether or not the result was downloaded, and whether or not you liked it;
promotional, gift, or referral credits;
credits bought in a sale or under any other discount;
add-on credits issued as part of a bundle or campaign.
4. How to Request a Refund
To request a refund, please follow these steps:
- Sign in to your imgtovideolab account.
- Email us at [email protected] from the address on the account.
- Include the following details:
- the email address on your account;
- the transaction date and the order ID;
- the reason for your request;
- for a failed task, the relevant Task ID or IDs.
A request sent from a different address than the one on the account may be delayed while we verify who you are.
5. Review and Processing
Once the request arrives, the account is checked and a decision on eligibility is made. The review looks at:
whether credits from that transaction have been used;
whether videos were generated, downloaded, or shared during the period in question;
when the transaction took place.
If the request is approved, the money is returned within 7 business days to the original payment method used for the purchase.
6. Late or Missing Refunds
If a refund was approved but has not appeared yet, please:
- check the bank or card account again — posting can take a few extra days;
- ask your card issuer, since posting times differ between providers;
- ask your bank, as some internal processing may still be pending.
If none of that explains it, email us at [email protected] and we will follow it up with you.
7. Contact Us
Any question about this Refund Policy can be sent to [email protected].
Last updated: April 27, 2026
