Refund Policy

Effective October 25, 2026

Failed runs

If a run fails for any reason, including when the model’s safety check stops it, every credit it used goes back to your balance automatically. You don’t need to ask.

Unused credits

If you change your mind, you can get a full refund of a credit purchase within 14 days of buying it, as long as none of the credits from that purchase have been used. Email support@goodgen.ai from your account’s email address with the date and amount. Refunds go back to the original payment method, usually within 5–10 business days.

Used credits

Credits spent on runs that completed aren’t refundable, because the generation was performed. If a finished video has a clear technical defect (for example, it won’t play or is cut short), tell us within 14 days and we’ll review it and return the credits where appropriate.

Closed accounts

If we close your account without cause, we refund its unused purchased credits. Accounts closed for violating our Acceptable Use Policy aren’t eligible for a refund.

Chargebacks

Please contact us before disputing a charge with your bank; we can usually sort things out quickly. An account with an open chargeback may be suspended while it’s resolved.