Refund Policy

Failed videos are refunded automatically

If a video fails, or takes far longer than it should (60 minutes), it is marked as failed and its 150 credits go straight back to your balance. You don't need to contact us. Refunds show up in your credit history.

Results that come out wrong

The AI sometimes finishes but gets it wrong: the person in the video is not recognizable as the person in your photo, the face is badly distorted, or the wrong person appears. There is no preview step, and the system cannot always detect this on its own, so those videos are charged normally.

If that happens, email us within 7 days with a link to the video (from My videos). We review each case by hand and return the credits when the result is clearly wrong. Results that are merely different from what you hoped for, such as a slightly changed background or a small glitch in one frame, are not refunded. A clear, front-facing photo is the best way to avoid a bad result.

Credit purchases

Credit packs are one-time purchases. Credits never expire, and they are not refunded as money, except:

• if you were charged twice or charged the wrong amount, or
• where the law where you live gives you a right to a refund.

In those cases, email us from the address you sign in with and include the date and amount of the charge.

Contact

Refund questions: support@drakeai.video.