Refunds on SceneMixer: What Comes Back Automatically, What Waits for Review, What Does Not

Three kinds of rows in your credit history

Held: the moment you press generate, parse or storyboard, the credits move from available to held. Nothing is spent yet. Charged: the task delivered and the hold became a charge. Refunded: the task failed, we confirmed the provider was never billed, and the hold went back to available. Every row carries a task or order number; the rare rows (reversal, admin refund, settlement) are explained in Reading Your Credit History.

Generations: three outcomes

Refunded automatically, no request needed. Your credit history shows a refund row. This covers the cases where the model never received the request or the provider confirmed it did not bill us: the provider was busy or rate-limited, or the task timed out while still waiting its turn; the input was refused as invalid (for example too many reference assets); a provider-confirmed moderation block on a video, up to 12 blocks per account in 24 hours; a sheet description stopped by the check (these do not count towards that number); an AI Create script that exceeded the parse limit and never became a project; a failed remake read; Stop on an AI Create, parse or storyboard job that had not been sent to the model yet; and, when you delete an episode or project, work that had not started or had not reached the model. When your balance is short, the buy-credits window opens and nothing is submitted, so there is nothing to refund.

Held for review. Your credit history shows the hold with nothing after it yet. The request may have reached the model but the result cannot be confirmed: the service was interrupted mid-generation, a request timed out after it was sent, a parse or storyboard answer came back incomplete twice, the delivery step failed after the clip was made, the provider cannot report a result, or a moderation block past the daily number. Refunding blindly would pay the provider twice, so a person looks. Support reviews held tasks; you then see either a refund row or a charge row. Do not resubmit the same segment in the meantime — it would hold a second amount.

Charged, not refunded. A delivered generation is paid for, even when you dislike it: a drifting face, the wrong action, lip sync that is off. The fix is to edit the storyboard or the description and regenerate, which is a new charge — see When a Shot Comes Out Wrong. Also charged: Stop pressed on a storyboard, parse or AI Create job after it reached the model (a clip that is generating cannot be stopped at all); work already sent when you delete an episode, and clips already sent when you delete a project that the provider then delivers (other work already sent in a deleted project is held for review); free allowances (the account’s free sheets and the first project’s first storyboard) once used, even if you delete and rebuild; and the AI badge on a clip, which is not a defect — on a paid plan, new clips come without it by default.

Credit packs

Credits count as delivered the moment they land, so packs are non-refundable, with three exceptions: the same order charged twice (the extra charge goes back to the original payment method); a purchase you could not use for more than 24 hours because of a technical fault on our side (tell us within 7 days); and a purchase by a minor without a guardian’s consent, refunded on the guardian’s request net of the value already used. Refunds go to the original payment method or to credits, normally within 7 business days of approval. Repeated buy–use–refund cycles are declined. The full wording is in the Refund & Cancellation Policy.

Memberships

Card and PayPal subscriptions can be cancelled any time from the Membership page; access runs to the end of the paid period and the current period is not refunded pro rata. An upgrade takes effect immediately and charges the prorated difference to the same card or PayPal account; the page shows the amount before you confirm. When a membership payment is refunded in full, everything that order granted is taken back, including the first-subscription bonus, and the subscription behind it is cancelled; any shortfall is recorded and deducted from later membership grants. A partial refund puts the membership on hold until support reviews it. How cancelling and upgrading work step by step: Subscribe, Upgrade or Cancel a Plan.

Chargebacks

Contact us before opening a dispute with your bank; most issues are resolved within days. A chargeback on a delivered service reverses the credits and may suspend the account until the matter is resolved.

Moderation, repeated blocks and suspended accounts

A single blocked generation is refunded when the provider confirms the block; past the daily number it is held for review instead. More than 12 blocks within 24 hours pause video generation for 1 hour, and the count runs for 24 hours from the first block, so each further block in that time pauses again. Content rules are zero tolerance: deliberate or repeated violations, getting around moderation, tampering with the AI label or using several accounts to dodge a block lead to removed content, restricted features and account suspension; a balance left on a suspended account is handled under the Terms (sections 03 and 09). What is not allowed and how to appeal: Content Rules and Moderation.

How to ask, and how long it takes

1. Find the row in your credit history and note the task number (generations) or the order number (packs and memberships; it is on the receipt). 2. On the site: Help (the speech-bubble icon in the top-right group, left of the settings gear; also in the avatar menu) → Feedback, category Billing & credits. Include the number, the time and the message you saw, with a screenshot if you can. 3. Or email support from your account address; the address is in the footer under Contact. 4. We reply within 7 business days. A refund made by support appears in your history as Task #N refunded by support. How to get help.

FAQ

Updated September 27, 2026