Refund Policy

Failed generations: automatic credit refunds

Every generated video is checked and test-rendered before it is accepted. If a generation or a chat revision fails — the model errors out, the code does not pass validation, or the scene does not render even after one automatic retry — the credits for that job are returned to your balance automatically. Jobs interrupted mid-way (for example when the connection drops) are refunded the next time you open your projects, at the latest 15 minutes after they stopped.

Credit refunds are separate from cash refunds and do not need a request. If your balance was not restored, contact us with the project link.

Cash refunds

You may request a cash refund within 7 calendar days of purchase if no more than 10% of the credits delivered by that purchase have been used. We check the payment, account ownership, credit history and generation history. An approved refund may be reduced in proportion to the credits used.

Duplicate charges, wrong amounts and purchases whose credits were never delivered are always reviewed and corrected.

Requests made after 7 days, after more than 10% of the purchased credits were used, or based only on taste regarding a successfully delivered video are normally not eligible. Your mandatory consumer rights are not affected.

Subscriptions

Cancelling stops the next renewal; you keep the current period's credits until they expire. Renewal charges follow the same 7-day / 10% rule above.

How to ask

Email support@nene.video from your account email with the order number or receipt, the purchase date, the plan, and what went wrong. Approved refunds go back to the original payment method.

See also the Terms of Service and Privacy Policy.