Credits power every render. Most engines bill 1 credit per second of finished output. Two are priced differently: Animated Documentaries bill 2 credits per second, because every frame is drawn rather than sourced, and the Sleep Engine bills 750 credits per hour of video (450 minimum), because it is priced by the hour rather than the second. The studio shows the exact cost before you start a render, and that is the amount charged. This policy mirrors exactly how the system behaves. Except as expressly stated below or as required by applicable law, all sales are final and payments are non-refundable. We may update this policy at any time; the version in effect at the time of your purchase applies.
Failed renders - automatic credit refund
If a render fails (the engine errors, times out, or cannot produce a valid output), the credits for that job are automatically returned to your balance. You are never charged for a render you didn’t receive.
Completed renders - non-refundable
Once a render completes and is delivered (the recap is available to download), the credits spent on it are used and non-refundable, because the compute has been consumed and the output delivered. You review every output before publishing it.
Goodwill returns are discretionary, and limited
Outside the automatic refund for failed renders, any return of credits is a goodwill gesture, not an entitlement, and it is not unlimited. We reserve the right to refuse a credit refund where we believe the refund process is being abused, including repeated requests to reverse renders that completed and were delivered, a pattern of rendering and then claiming the credits back, or requests that in our reasonable judgement are made to obtain output without paying for it.
A finished video that is not to your taste is not a failed render. Style, pacing, voice and edit are creative outcomes, and preference is personal: not every output will suit every person, and that alone is not grounds for a refund. We would rather fix the next render than argue about the last one, so tell us what was wrong and we will help you set it up differently.
Where we refuse a return under this section we will say so plainly. Repeated abuse may also lead to the account being limited or closed under the Terms.
Managed service (Automation) - non-refundable
Automation fees are non-refundable once work has begun. Production, research and scheduling start as soon as we have access, so a billing month that has been worked cannot be refunded, and a partial month is not pro-rated. You may cancel at any time; cancellation takes effect at the end of the current billing month and there are no further charges after that. Where we have not yet started work on a new billing month, contact us and we will deal with it fairly. This is the same term as section 6 of the Terms.
One-time purchases - non-refundable
One-time payments are final and non-refundable. This covers one-time credit purchases (1 month or 12 months) and the Lifetime license. Their credits are usable for the period stated at checkout: 1 month for a 1-month purchase, and each month’s credits within that month for a 12-month purchase. Credits for failed renders are still returned automatically, as described above.
Purchased credits
- Credits are usable for the period of the purchase that granted them (a subscription’s billing period, or the period stated for a one-time purchase), and unused credits expire at the end of it.
- 7-day refund window (monthly subscriptions only): if you started a monthly subscription and have not used any of its credits, you may request a full refund within 7 days of purchase by emailing support@viralcade.com from your account email.
- Once any credits from a purchase are used, that purchase is non-refundable - the compute behind a render is consumed the moment it runs.
- Credits are not cash, not transferable, and have no monetary value outside the Service.
Subscriptions (if applicable)
If you are on a recurring plan, you can cancel anytime; cancellation stops future renewals and you keep access through the end of the paid period. We don’t pro-rate partial periods.
Billing issues
Payments are handled by our payment provider (Merchant of Record). For a billing error, duplicate charge, or unauthorized charge, email support@viralcade.com and we’ll work with the provider to resolve it.