If it fails, you get your credits back

The rule

A job that fails permanently returns every credit it reserved. The refund happens automatically, at the moment the job is marked failed, not after a review and not after you contact us. You will see the credits back in your balance.

This includes when a video will not download for us. Some platforms block our servers. That is a problem for us to solve and it is never something you should pay for. If you have ever been charged for a link we could not fetch, that is a bug, and we want to hear about it.

When you are charged

Credits are reserved when a job starts, and they are spent only if the job finishes and produces clips. One credit covers one minute of the source video, worked out from the real length of the video rather than anything your browser reports.

When you are not refunded

• A finished job you did not like. If clips were produced, the work was done. We would still like to know, because a job that finishes and disappoints is more useful to us than one that fails.
• Credits bought and not used. Credits do not expire, so there is nothing to lose by keeping them, but mobile money already sent is not sent back.

If something looks wrong

Check your balance first, because the refund is usually already there. If it is not, message us and we will look at the job and put it right. Every credit movement in your account is recorded, so there is always a record to check against.