01Failed videos: credits back, automatically
If a video fails, or we cannot deliver it, every credit it used is returned to your balance automatically. You do not need to ask. This includes:
- the video service rejecting or failing a request;
- a video that was made but could not be saved to your library;
- a video that did not finish in time;
- a video that never started because video creation was paused.
Credits used on videos that were delivered to your library are not returned, even if you do not like the result. Try a template, a different prompt or a reference image, and check the preview before you generate.
02Money refunds
- First purchase, unused: your first purchase (your first plan payment or a credit pack) can be refunded in full within 7 days if none of its credits have been used.
- Renewals: monthly and yearly renewal payments are not refundable. Cancel before the renewal date to avoid the next charge.
- Used credits: purchases whose credits have been used are not refundable.
- Yearly plans: if a yearly payment is refunded, the monthly credit allowances not yet given are cancelled.
- Your legal rights: nothing here limits refunds the law in your country requires.
03How to ask for a refund
Email [email protected] from the address on your account within 7 days of the purchase, with the date and amount. We reply within 3 business days. Approved refunds go back to the original payment method through Stripe; your bank may take 5–10 business days to show it.
04Before you dispute a charge
Please contact us first. A card dispute pauses video creation on your account while it is reviewed and cancels future renewals. We email you straight away so you can reach us, and most issues are solved faster by email. Card statements show ORINE* SUPASWIRL (credit packs) or ORINE SUPASWIRL (plans).
05Cancelling
You can cancel any time under Plans & credits → Manage billing. Cancelling stops future renewals; plan credits stay usable for 3 months after the plan ends and pack credits for 12 months from purchase. See the Terms of Use for the full plan and credit rules.