Refund Policy

The short version

• Credit packs are one-time purchases — no subscription, no recurring charge — and credits never expire.
• A confirmed failed generation returns its credits to your account automatically. No ticket needed.
• Money comes back in two situations: billing errors (always corrected in full) and permanent shutdown of the service (pro-rata for unused credits).
• A delivered pack that works as described is not refundable, and disliking a video is not a billing error. Whatever consumer law entitles you to sits on top of all of this.

This page is part of the Terms of Service.

How credits behave

Every pack is a one-time purchase. The credits land in your account the moment payment completes and stay valid permanently — there is nothing to cancel, nothing renews, and nothing expires. Because a pack is delivered in full immediately, a delivered pack is not refundable except as described below or where consumer law requires otherwise.

Failed generations: credits back, automatically

If a generation is confirmed failed, the credits it consumed return to your account on their own — you should not need to contact us.

Two honest clarifications:

• A task that is queued, processing, or slow — even one whose outcome is uncertain — stays charged until its outcome is actually confirmed.
• A completed video you dislike is a completed video. It does not qualify for a credit return or a money refund by itself.

Credit returns are separate from refunds of the pack payment. Getting credits back for a failed run does not entitle you to cash out the pack.

When money comes back

Billing errors — always. Duplicate charges, credits that never arrived after payment, or a clear mistake on our side are not "refunds"; they are corrections, and they are made in full. Open a support ticket with the order ID and we will fix the charge or grant the missing credits.

Permanent shutdown — pro-rata. If the service is permanently discontinued, unused purchased credits are refunded pro-rata against what was paid for them.

How to request

Open a support ticket with your order identifier, or email support@rumpelstiltskin-ai.org. Requests are reviewed promptly and usually completed within 5 business days of approval. We may need to verify your identity before acting on one.

Consent and your legal rights

Credits are delivered immediately after payment is confirmed — that immediate delivery is what a pack purchase is for. Where applicable law requires express consent to immediate delivery, or a separate acknowledgment that a withdrawal right is lost once delivery happens, those requirements must actually be met; paying alone does not satisfy them.

Nothing on this page limits a statutory withdrawal, refund, or other consumer right that cannot lawfully be excluded. If you believe the law gives you a remedy this page does not mention, contact us — we do not argue with the law.