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Refunds and withdrawal

Credit expiry, refunds for failed jobs and how money refunds work.

Effective October 4, 2026

  1. 1.Credit validity

    Each batch of credits is valid for 90 days from when it’s added; after that, any unused balance from that batch expires. The oldest credits are spent first, and credits on hold for a running job don’t expire until the job ends. Expired credits can’t be restored.

  2. 2.If a generation fails

    Credits are put on hold when you start a run. If the generation fails — no provider returns a result, moderation rejects the job, or it doesn’t finish in time — the hold is returned to your balance automatically and in full. You don’t need to contact us.

    You’re charged only for what you get: actual length for video, the number of images delivered for images. If you get less than you ordered, the difference is returned. A result that was delivered but that you don’t like isn’t a failed generation.

  3. 3.Refunds for unused purchases

    You can get your money back for a one-off pack or the first payment of a subscription within 14 days of payment, as long as none of the credits from that purchase have been used. The refund is in full, and that purchase’s credits are removed from your balance.

    Used credits aren’t refundable: a generation is a digital service delivered immediately. By starting a run, you ask us to perform the service right away and acknowledge that you lose the right of withdrawal for the credits you spend. Bonus credits — promotions, referral rewards and a friend’s first-purchase bonus — can’t be refunded in money.

    You can cancel a subscription at any time, using the link in the payment processor’s email or through the support form. It stays active until the end of the paid period, you won’t be charged for renewals after cancelling, and credits already added stay valid for their usual term.

  4. 4.Your consumer rights

    This policy doesn’t limit the rights you have as a consumer under the mandatory laws of the country where you live, including Russian consumer protection law, which lets consumers in Russia withdraw from a service at any time on paying for costs actually incurred. In that case we refund the purchase price minus the value of the credits already used from that purchase, at that purchase’s price; bonus credits aren’t counted.

  5. 5.How to request a refund

    Write to us through the support form or the contacts below, from your account email. Tell us which purchase you’d like refunded and when you paid; giving a reason is optional.

    We reply within 10 days. Once a refund is approved, that purchase’s credits are removed from your balance and the money goes back to your original payment method through Lava.top. How long it takes to arrive depends on your bank, usually no more than 30 days.

  6. 6.Payment disputes

    If a payment is refunded or charged back through your bank, the subscription paid for by that payment is cancelled, and credits from that purchase still on your balance may be removed.

    Before disputing a payment with your bank, please contact us — it’s usually faster to sort it out directly. If an account repeatedly disputes payments without good reason, we may restrict purchases on it.