Refund policy

Last updated 15 October 2026

Failed videos

If a video fails to generate, the credits it used go back to your balance automatically. You don't need to contact us.

Your 14-day right of withdrawal

If you're a consumer in the EU, you normally have 14 days to withdraw from an online purchase. For credits, this works as follows:

• Unused purchase: if you haven't used any credits from a purchase, email us within 14 days of buying and we'll refund it in full to your original payment method.
• Once you start using it: when you buy, you ask us to add the credits straight away and confirm you understand that the right of withdrawal ends once you start using them. After you've used credits from a purchase, that purchase can't be withdrawn.

Videos you're not happy with

AI results vary, so credits used on videos that generated successfully aren't refunded. If a video is clearly broken (for example blank, corrupted or silent when sound was selected), email us with the date and we'll look at it and may return the credits.

How to ask for a refund

Email hello@starkgen.app from the address on your account and tell us which purchase it's about. Approved refunds are paid within 14 days to your original payment method.

Your legal rights

This policy doesn't affect your statutory rights as a consumer.