Refund Policy
Last updated: October 1, 2026
This policy explains when you get credits back for a video, and when you can get money back for a payment. It is part of our Terms of Service.
1. How credits work
Every video and every follow-up edit uses credits. When you start a job, the credits it needs are put on hold. They are only charged when the video is delivered. If the job fails on our side, the hold is released and the credits go back to your balance.
2. When you get credits back
| What happened | Credits |
|---|---|
| Your prompt was blocked by content moderation | Nothing is charged. Moderation runs before any credits are held. |
| The video failed because of a system error (the AI model, rendering, a timeout or an outage on our side) | All held credits are returned. |
| You cancelled while the job was waiting in the queue | All held credits are returned (100%). |
| You cancelled while the video was being written | 50% is charged for the work already done; the rest is returned. |
| You cancelled while the video was being rendered | The full amount is charged, as the work is essentially complete. |
| The video was delivered but you don't like the result | Credits are not returned. Each video includes 1 free follow-up edit so you can adjust it. |
Returned credits go back to the batch they came from, with the same expiry date. If that batch expired while the job was running, the credits are returned as a new batch that is valid for 7 days.
If you think credits were charged for a failed video, email support@opus55vid.com with the date and, if you have it, the video link. We'll check it and return the credits if the failure was on our side.
3. Credits have no cash value
- Credits can't be exchanged for money, transferred to another account, or resold.
- Subscription credits are valid for the billing period they were issued for.
- Top-up credits are valid for 12 months and are only available to active subscribers.
- The 50 welcome credits are a free gift, valid for 30 days, and are never refunded as money.
- Expired credits are not refunded.
4. Payment refunds
Payments are processed by Creem, our merchant of record. Your bank or card statement will show Creem as the seller, and approved refunds are paid back through Creem to your original payment method.
Because credits are delivered as soon as you pay, payments are generally non-refundable. We will refund:
- Your first payment for a subscription or top-up, if you ask within 24 hours and have not used any of the credits it gave you.
- Duplicate or mistaken charges, such as being charged twice or being charged after a cancellation that didn't take effect because of an error on our side.
- Long outages: if the service is unavailable for an extended period and you couldn't use your credits, we'll offer extra credits or a partial refund.
Refunds are not given for unused credits at the end of a billing period, for a partly used billing period, or when an account is closed for breaking our Terms of Service.
5. Cancelling a subscription
You can cancel at any time. Your plan stays active until the end of the period you already paid for, and you can keep using your credits until then. You won't be charged again. Cancelling does not refund the current period, except in the cases listed above.
6. How to ask for a refund
Email support@opus55vid.com from the address on your account. Include the date of the payment or video and what went wrong. We aim to reply within 3 business days. Approved payment refunds usually reach your account within 5–10 business days, depending on your bank.
Please contact us before opening a dispute or chargeback with your bank — it is usually faster, and a chargeback may pause your account while it is reviewed.