When a video goes wrong — credits and refund review
Updated
A confirmed failed render restores the credits used for that job once. A quality complaint or monetary refund request is reviewed separately through support.
Technical failures
When a generation ends in a confirmed failure, the reserved credits return to your balance. An uncertain provider response stays under reconciliation so we do not submit and charge twice.
Quality or missing delivery
Use the private result-page feedback form, or email your order reference with a clear description. Support can assess replacement credits or a refund; sending a form does not automatically regenerate the video or issue money.
Unused packs
Contact support within 14 days about an unused purchase. Eligibility depends on applicable consumer law, the processor’s rules and whether generation has begun. Mandatory rights take precedence over this policy.
Approved refunds
Approved cash refunds go through the original payment provider. Processing time varies by bank. Refunded credits may be revoked; spending credits before a refund does not create another usable entitlement. Contact support@rumplestiltskinai.com with your order reference. Please keep passwords, payment details and API keys out of messages.
Policy questions? Contact the operator.