Refund Policy

How credit refunds work for failed, blocked and completed CarFly AI generations.

Credit refunds for failed tasks

When a paid generation does not produce a usable video, the reserved credits are returned to your balance automatically. This includes tasks that fail before rendering, tasks blocked by a safety check and tasks that finish without a playable output.

You do not need to open a support ticket for an automatic credit return. Review your credit activity if you want to confirm the balance after a failed task.

Completed generations

A completed generation is charged even if you decide not to publish the result. Credits are used when the video is delivered, and the output remains available in your account for preview and download.

Because generation is a digital service with immediate compute cost, completed tasks are generally not eligible for a cash refund. If a completed video is technically broken or does not match the selected output, contact support and include the task ID.

Purchased packs and subscriptions

Unused purchased credits may be eligible for review within 14 days of purchase when required by applicable law or when the service could not be used as described. Used credits, promotional credits and granted credits are not convertible to cash.

Monthly plans can be cancelled from the billing settings. Cancellation stops future renewal. Credits already granted for the current billing period remain subject to their stated validity and are not prorated.

Chargebacks

Please contact support before opening a payment dispute. A chargeback may suspend the account while the payment is investigated. If the dispute is resolved in your favour, eligible credits or payments will be restored.

How to request a review

Email support@carflyai.video with:

  • the email on your account
  • the order or payment reference
  • the task ID when a generation is involved
  • a short description of the issue

We aim to review requests within five business days. Approved cash refunds are returned through the original payment method when available.

Contact

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