Purchase policy
Purchases are final and non-refundable except where required by applicable law. There are no discretionary refunds for a change of mind, unused credits, expiry, an unsuitable prompt, an accidental choice of model or settings, or an artistic result you do not like. Review the pack and generation quote before confirming.
This does not remove mandatory withdrawal, cancellation, defect or non-delivery remedies. We also investigate duplicate and unauthorized charges. A general no-refund statement does not override those rights.
Credit validity and bonuses
Creation credits and bonus image credits expire 365 days (1 year) after issuance. Separate purchases and monthly subscription grants retain separate expiry dates. Credits are not transferable or cash-redeemable, except as needed to provide a legally required remedy. The same expiry applies to included bonus credits.
New paid packs and monthly plans do not include extra image bonuses unless expressly stated at checkout. Previously promised bonuses remain valid. The separate welcome offer, while enabled, grants eligible new verified accounts credits for five images at the grant rate without purchase. Bonus credits cannot generate video and have no separate cash value.
Failed jobs and successful variations
A confirmed failed generation returns reserved credits to the original credit lots, preserving their original expiry. If those credits have expired while a provider issue was being resolved, contact support so we can review the affected balance. A temporarily stalled request is reconciled before a final credit decision to avoid duplicate charging.
A successful generation uses credits even when its creative interpretation differs from what you imagined. Generating a new version uses a new quote and new credits. Credit restoration for a failed job is not a cash refund and does not limit any legal remedy for a defective service.
Request a billing review
Email support@motionsmooth.com with the subject Billing, your account email, order reference, relevant job IDs and a short explanation. Do not send full payment details. We may verify account ownership and transaction records. We will consider statutory requests within any deadline required by applicable law.
Where a payment refund is legally due, it will normally be returned to the original payment method. We do not charge a processing fee that would reduce a mandatory refund contrary to law. Provider or payment-processing delays can affect settlement time.
Immediate digital supply and local rights
Different rules can apply to digital content, ongoing digital services and unused prepaid credits. We do not treat account registration, payment, delivery of credits or starting a generation as a blanket waiver of a statutory withdrawal right. Where local law gives you a right to withdraw or cancel, contact support@motionsmooth.com within the applicable period with your account email and order reference. We will review the request under the rules that apply to you, including any permitted treatment of services already supplied. Our no-discretionary-refund policy does not replace those rights.
Payment confirmations and invoices are available through Account and the Stripe billing portal. Contact support for refund requests; mandatory consumer rights remain available.