Refund Policy

1. TL;DR

Credit packs are one-time purchases with no recurring subscription. Current purchased credits do not expire. Credits deducted for a generation are automatically returned if the task fails or is canceled. Payment refund requests, including incorrect or duplicate charges, are reviewed case by case. Email support@airapforge.com for help.

2. Credit packs

You purchase credits in advance and use them to generate videos. The credits required depend on your selected model and generation settings; review the displayed cost before submitting a task.

Current purchased credit packs have no expiry date. Promotional credits may have a separate expiry shown in your account. Returning generation credits to your balance is different from refunding a payment to your payment method. For a payment refund, please follow the request process below; approval is assessed case by case, including the order and credit usage.

3. Failed renders

Credits are deducted when you submit a generation task. If the task reaches a failed or canceled status, the deducted credits are automatically returned to your account balance.

A task that is still processing, a pending video storage update, or a playback problem alone does not mean the generation has failed. Use Refresh in your video history to check the latest status. If a failed or canceled task has not had its credits returned, email us with the task ID so we can investigate.

A completed video that does not match your creative expectations is different from a failed render. Contact us with the task ID and a description of the issue so we can review it; a payment refund is not automatic.

4. Incorrect or duplicate charges

If you believe you were charged the wrong amount or charged more than once for the same purchase, email us promptly. Include your order reference, charge dates, amounts, currencies, and any relevant payment confirmation or redacted screenshot.

We will review the payment records and, if an incorrect or duplicate charge is confirmed, arrange the appropriate correction or refund. A pending authorization may differ from a completed charge; include the transaction status if it is available. Do not send full card numbers, card security codes, passwords, or verification codes.

5. Chargebacks and payment disputes

Please contact us first if you do not recognize a charge or have a billing problem so we can investigate and help resolve it. Filing a chargeback while a refund request is being reviewed may require the matter to be handled through your payment provider's dispute process. Let us know if you have already opened a dispute so we can coordinate the review and avoid duplicate reimbursement.

Do not submit false or misleading payment disputes. This request does not prevent you from raising a legitimate dispute or exercising your statutory rights.

6. How to request a refund

Email support@airapforge.com with the subject “Refund request” and include:

• The email address associated with your account.
• Your order reference or payment transaction ID.
• The purchase date, amount, and currency.
• The reason for the request and any relevant task IDs.
• Relevant receipts or screenshots, with sensitive payment information removed.

We review requests case by case and may ask for further information to verify the purchase and investigate the issue. We will communicate the review outcome by email. Any approved payment refund will be coordinated through the payment provider; the time it takes to appear depends on the provider and your financial institution.

7. Statutory rights

This policy does not limit any refund rights granted to you by mandatory consumer protection laws in your country or region.