Refunds, explained.

If an attempt fails or a delivery cannot be completed

One AI delivery order is charged once. Each order includes up to 3 generation attempts at no additional credit charge. We deliver early when a version meets our quality standard. If no version meets that standard after 3 attempts, we deliver the highest-rated usable version as “best available”, clearly marked as below our quality standard. The platform arranges included remakes after review; customers cannot initiate free remakes. If technical failures leave no deliverable video, we close the order and return its original generation credits once. When a platform reviewer rejects a candidate and attempts remain, the system queues a remake under the same delivery order. Each new candidate still requires human review. We handle any necessary remakes during our quality review; no customer action is needed. For concerns after delivery, contact support. Technical failures and uncertain upstream outcomes are investigated rather than blindly retried. Such an attempt is not a final delivery failure. If an undelivered order is finally closed, its original generation credits are returned to your account once. Refreshing or reopening the same task does not issue another credit return. This restores your credits; it does not automatically refund your payment to your card or approve a cash refund.

If a task is processing, awaiting review or its upstream result has not been confirmed, check My videos instead of purchasing or submitting a duplicate. Uncertain upstream submissions are verified before any remake; they are not blindly resubmitted. A necessary remake preserves your selected video and audio intent; we do not silently substitute a silent version.

Requesting a cash refund

Our support team manually reviews cash refund requests. Submitting a request does not mean it has been approved. We will review the purchase and the issue you describe before deciding the outcome.

Include your sign-in email, the purchase ID shown in Purchases, and a short description of the problem. Never send your password, sign-in code or full card details.

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This policy does not limit any statutory consumer rights you may have.

Tracking a refund

Purchases shows payment and refund updates received from the payment provider. “Refund processing” means the refund is still pending; it does not mean money has reached your account. Related credits may be reserved while a refund is pending or withdrawn when it succeeds. If those credits have already been used, generation is paused until the balance adjustment is resolved. Any newly added credits first cover the outstanding adjustment.

Test payments are labelled in Purchases and do not charge real money.

Contact support

Support contact details are currently unavailable.

Service information

InstVIdeo offers one-time credit packs, with no subscription. Unused credits do not expire. AI-generated videos can vary in appearance, proportions and scene details; examples do not guarantee identical results. Only upload photos you have permission to use.

Download released videos within 30 days after review and delivery completion. Photos are deleted from our active storage within 24 hours after their last delivery order is released or finally closed; unused uploads are deleted within 24 hours. Processing, unconfirmed upstream tasks, quality review and remakes retain the inputs they need. Undelivered candidates remain administrator-only and are retained for at most 30 days from candidate production. Orders, attempt counts and credit records remain after media deletion. These new delivery rules do not retroactively rewrite existing records. AI providers may have their own retention policies.

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