The short version: if your video isn't delivered, your money comes back without asking.
If a render fails after retrying, its credit returns to your balance automatically — nothing lost, try again. Unused credits (within 14 days of purchase) are refundable: email us with your receipt and we'll return the money for the renders you haven't used.
If something else went wrong (double charge, lost balance after clearing your browser), email support@photoalive.app with your receipt or result page link. We review and refund fair cases — normally within 2 business days.
Renders you've already used: generation is stochastic and the samples on the homepage show the honest quality band. If a delivered video is technically broken (corrupt file, wrong face treatment because of our error), the render comes back to your balance — write to us.