Failed Videos, Free Remakes & Refunds
A technical failure, a completed video with a confirmed defect and a payment refund have different outcomes. Use your request reference from My videos so support can check the correct result.
One-time packs and unused credits
Purchased credits have no scheduled expiry. Packs are one-time purchases with no subscription or automatic renewal.
The credit balance belongs to the account that purchased the pack. The first-video offer is once per eligible account; a refunded purchase still counts when checking that offer. Current pack quantities and prices are on the pricing page.
If generation fails or is still pending
A confirmed generation failure automatically returns the reserved credit to your balance. A request whose outcome is still being checked remains reserved. Checking status or waiting longer does not spend another credit. A returned credit is different from a cash refund.
Do not submit the same take again just because a status check finishes quickly. Read generation time and status if you are unsure whether the request is still running.
Report a completed video with a clear defect
Email support@tinydeskaigenerator.com within 7 days of the video becoming ready. Include the request reference and describe the defect, such as a missing or incorrect lead face or an unplayable result. After confirming a defect, we provide one additional video credit for a free remake. If the same confirmed issue remains after that remake, contact us for a payment-refund review. Normal variation in likeness, gestures or framing is not automatically a technical defect.
Include the request reference, roughly when the result became ready and a short explanation of where the issue appears. Do not email passwords, payment-card details or extra copies of private portraits in your first message. Support reviews the saved result before approving compensation; it is not issued automatically when you send an email.
What the free remake covers
An approved defect receives one additional video credit, once for the original request. Use it for another generation and send support that new request reference if the same confirmed problem remains. Repeating the same support request does not issue more remake credits. A failed remake follows the normal confirmed-failure credit-return rules.
A video-template preview shows its intended performance and retained soundtrack. An image scene shows a composition reference; its movement, music and vocals are generated with the video and can vary. Neither workflow clones the uploaded person’s voice, adds the “Outstanding” song or replaces every band member. A request for those unsupported features is different from a defect in an agreed output.
Payment-refund review
Cash refunds are reviewed by support and, if approved, processed through the original payment provider. A returned credit or free-remake credit does not automatically issue a payment refund.
For a payment issue, include your order reference and the associated video request references if relevant. Support checks the original order and any previous compensation before deciding the refund amount. A pack can contain several credits, so a report about one video is not automatically a refund of the whole pack. These terms do not remove rights available under applicable consumer law.