In short
Credits are one-time purchases and never expire. If a generation fails, your credits come back automatically. If you no longer want your unused purchased credits, you can ask for a refund of 90% of their value. Free credits have no cash value.
Failed or timed-out generations
When you start a generation, its credits are held. If the generation fails or times out, the held credits are returned to your balance automatically. You do not need to contact us or ask for anything, and those credits do not count as used.
What can be refunded
- Unused purchased credits can be refunded.
- Credits returned after a failed or timed-out generation count as unused.
- A credit counts as used once a video has been generated successfully. Used credits are not refundable.
- Free credits, such as the sign-up bonus and daily check-ins, have no cash value and cannot be refunded.
How the refund is calculated
The value of one credit is the price you paid for its pack divided by the number of credits in that pack. We add up the value of your remaining unused purchased credits and refund 90% of that amount.
- Free credits are counted as used first.
- If you bought more than one pack, we calculate each pack separately and count your oldest purchases as used first.
Worked example
Here is how the calculation works for one of our packs. The example assumes you have no free credits left, and amounts are rounded to the nearest cent.
- Pack bought: Standard, 25 credits for $9.90
- Videos made: 5, using 5 credits
- Credits left: 20 credits
- Value of the credits left: 20 ÷ 25 × $9.90 = $7.92
- Refund (90% of $7.92): $7.13
Your own figures depend on the pack you bought and how many credits you have left.
Problems with a delivered video
If a video finished but has a technical problem, such as it will not play or download, email us with the details and we will look into it. Otherwise, credits spent on a video that was generated successfully are not refundable. AI output can be imperfect, and we cannot guarantee a specific result.
How to request a refund
Email support@ozilgoal.ai with the email address of your Google account and your order number or Stripe receipt. We aim to review requests promptly, and we will reply with the refund amount.
Refunds go back to your original payment method through Stripe, and your bank may take several business days to show them. Once a refund is issued, the remaining credits are removed from your account.
Chargebacks and abuse
Please contact us before disputing a payment with your bank, because we can usually fix problems faster. If you file a chargeback for credits you have received, or abuse the refund process, for example by using several accounts, we may suspend your account and decline further refunds.
Your legal rights and contact
This policy does not affect any rights you have under consumer protection laws where you live. Credits are also covered by our Terms of Service, and we handle the details you send us as described in our Privacy Policy. Questions? Email support@ozilgoal.ai.