Refund Policy

Failed runs refund themselves

If a generation fails, is cancelled, or is deleted while still queued, its credits are returned to your balance automatically — no need to ask. You can see every charge and refund in your Billing ledger.

There is one exception, and you are told about it before it can happen. If we can see in advance that a generation will probably be refused — because your project's visual style produces people who read as photographs, which the video models will not animate — we say so, show you what to change, and let you run it anyway if you want to. If you do, and a model provider bills us for that attempt, that charge stays: the same reason a spent credit pack is no longer refundable. If no provider billed us, it refunds like any other failure, and every other kind of failure refunds in full regardless.

Credit purchases

If you bought a credit pack and haven't spent any of it, email us within 14 days of purchase and we'll refund it in full to your original payment method via Stripe. Once credits from a pack have been spent on generations, the pack is no longer refundable — the underlying model providers have already billed us for that compute. Nothing in this policy limits any non-waivable statutory refund rights in your country.

Quality disclaimers

AI generation is probabilistic: a run that completes successfully but doesn't match your creative expectations is not a failed run. That's why every stage can be redone per scene — you only pay for what actually renders. If something looks like a technical fault rather than model taste, contact us and we'll make it right with credits.

How to reach us

Email customersupportbot@luqlabs.com from your account address with the purchase date and amount. Refunds are issued through Stripe and typically appear within 5–10 business days. See also the Terms of Service.