Refund Policy

Contact and scope

Genjutsu.art operates the service. Send refund requests to support@genjutsu.art with your account email and order number. Never send card numbers or security codes. This policy covers one-time first-video and credit-pack purchases. No subscription or recurring payment is created.

Purchased credits

Credit packs are $9.90 for 1,000 credits, $29 for 3,500 and $79 for 10,000. Purchased credits are valid for 1 year from purchase; unused credits expire after that and are not refunded in cash. A $3.99 first-video payment covers the frozen quote for one configured video up to 15 seconds, once per account. That entitlement remains used after a task fails or a payment is refunded.

Failed generation

A generation failure automatically returns the reserved credits once, including the quoted credits of a failed first video. Those returned credits can be used for another generation. This is a credit correction; it does not automatically refund cash.

Cash refund requests

Contact support about accidental purchases, duplicate charges or a service problem. Support reviews the order, credit use and issue described. A duplicate first-video payment is automatically refunded without a second generation or entitlement. Nothing here limits mandatory consumer rights that apply to your purchase.

Refunds return to the original payment method through Stripe. Processing time depends on Stripe and your payment provider; a requested or pending refund is not yet confirmation that funds have reached your account.

Credit adjustments and debt

A full cash refund revokes the purchased credit entitlement. A partial cash refund revokes a proportional amount, rounded up to whole credits. Available or dispute-held credits from that purchase are recovered first. If credits were already spent or reserved, the unrecovered amount becomes credit debt. A later failed-task reservation release repays that debt before returning remaining credits. New generation is blocked while debt remains; contact support to resolve it.

Disputes

An open payment dispute holds the remaining credits from the affected purchase. A won dispute restores the held credits except amounts already revoked by refunds. A lost dispute revokes the affected purchase entitlement proportionally and can create credit debt when credits were already used. Refunding a first-video payment does not make the account eligible for another discounted purchase.

Account deletion and contact

Deleting your account is separate from requesting a refund. Contact support@genjutsu.art with your order before deleting an account if you need purchase assistance.