If a video fails
If we can’t deliver your video (the model rejects the request or the generation errors out), your video credit goes back to your account automatically. You don’t need to contact us.
If a connection drops and we can’t yet tell whether your video started, we keep the task and its credit on hold while we check, rather than starting a second video. You’ll see it in My videos; contact us if it stays there.
If the video doesn’t come out right
Each finished video uses 1 credit. AI results vary, so we don’t return credits for normal differences in likeness, gestures or lip movement. That’s why the home page shows a full sample next to the photos used to make it.
We will return the credit if a finished video has a clear defect, for example:
- the singer or partner doesn’t come from your photos at all
- the singer and partner are swapped, or one of them is missing or duplicated
- the file is broken or much shorter than 15 seconds
Email support@raindanceaivideo.org within 7 days from the address you signed in with, and include the task ID shown in My videos. We review every request and usually reply within 2 business days.
Money refunds
Returned credits stay in your account for another video; they aren’t refunded to your card. For a duplicate charge, or a pack you haven’t used any credits from within 14 days of purchase, email us from the address you bought with and include your Stripe receipt. When a pack is refunded, its credits are removed from your account. Never send card details by email.
Any rights you have under local consumer law still apply.