Refunds for credit packs
You may request a refund within 14 days of a credit-pack purchase. Credits already used for completed jobs are not refundable. If a pack is partially used, the refundable amount is the amount actually paid for that order multiplied by the unused refundable credits, divided by the credits originally purchased in that order.
For example, if you paid $12 for 32 credits and have 16 unused refundable credits from that order, the refund is $6. Each order is assessed separately. A refund removes the associated credits; it does not change the balance or expiry of another pack.
Credit expiry follows the terms displayed for the pack you purchased. Credits granted without payment do not have a cash purchase amount to refund. AnimateImage credit packs do not start a subscription or renew automatically.
Failed generations and cancellations
Credits reserved for a task are returned if a confirmed technical failure prevents completion. A cancellation accepted before dispatch also releases the reservation. After dispatch, cancellation may no longer be available.
A slow job, lost connection or missing status update does not by itself establish failure. Check the existing job before submitting another generation. Contact support if a confirmed failure still shows reserved credits.
Returning reserved credits does not refund money to your payment method.
Results you want to change
AI may produce an expression, movement or style you did not intend. A completed result you dislike does not automatically qualify for a credit return or payment refund. You can contact support and explain the issue for review.
Generating another version is a new task with a new credit quote. Downloading an existing available result does not incur another generation charge.
Duplicate charges and payment problems
Contact support about duplicate or incorrect charges, missing purchased credits or a service failure. Include the purchase reference rather than buying the same pack again while the outcome is unclear.
Refunds are handled through the original payment service where possible. Currency-conversion charges, bank fees and other third-party charges may not be recoverable unless required by law or the payment service. Payment disputes may need to be resolved before an additional refund can be reviewed.
Request a refund
Email support@removetext.video with “AnimateImage refund” in the subject. Include your account email, purchase date, amount and currency, order reference if available, relevant job ID and a short explanation. Never send full card numbers, security codes, passwords or login codes.
We may ask for information needed to verify ownership and review the request. Receipt of a request is not refund approval. Approval, payment initiation and arrival in your account are separate stages; payment-service and bank processing times can vary.
Deleting an account or a creation does not submit a refund request. This policy does not limit rights that cannot be excluded under applicable law. See the Terms of Use and Privacy Policy for related conditions.