Refund Policy
When credits come back automatically and when a purchase can be refunded.
Last updated: November 9, 2026
Failed renders: automatic
If a remake cannot be finished (the model refuses a photo, times out or the assembly fails), the credits spent on it go straight back to your balance. You do not need to ask. Most failures can be fixed by trying again with a clearer photo of one adult.
Untouched packs: 14 days
A pack with every credit still unspent can be refunded in full during the first 14 days after you bought it. Email support@remakethevideo.com from your account address with the order date.
Used credits
Credits spent on remakes that finished are not refundable, because the rendering cost has already been paid. When a remake finishes but is plainly wrong (say the faces landed on the wrong people, or the file won’t open), write to us with the video link and we will either remake it or return the credits.
Where the money goes
Refunds land on the card or PayPal account you paid with, sent through Stripe or PayPal; banks usually show them within 5–10 business days.