Legal
Refund Policy
Credits come back on their own when a render fails. Money refunds are reviewed one by one — this page says how to ask.
In plain terms
Credits for a frame or clip that fails, gets blocked, or never renders return to your balance on their own — without you having to ask. Payments for packs and subscriptions are reviewed case by case.
A summary for reading — the numbered sections below are the document.
Credits come back automatically when work fails
A render is charged for the character references, keyframes and seconds of voiced video it sets out to make. If a keyframe or a clip fails, is blocked by a safety filter, or a whole render stops part-way, the credits for the missing work return to your balance on their own, without you having to ask. The same applies when redrawing a frame or re-rendering a clip fails. Shots that were already delivered are never charged twice when you retry or finish a film. Every refund appears on My Credits as its own line.
Refunds on packs and subscriptions
Payments for credit packs and subscriptions are reviewed case by case. Write to us with what happened and we will look at the purchase, the credits used and the circumstances, and reply with a decision — typically within one business day. Cancelling a subscription is always available from your account and takes effect at the end of the period you have already paid for; it does not by itself trigger a refund.
How to ask
Email support@talescene.com from the address on your account and include the order number from your receipt. Approved refunds go back to the original payment method through the provider you paid with, and usually appear within 5–10 business days, depending on your bank.
Include in your email
The account email — write from it, not about it
The order number from your receipt
What happened, and a link to the film if there is one
Exceptions
Fees are not refundable where an account is closed for a breach of the Terms of Service. Signup credits, promotional credits and bonus credits carry no cash value.
Charged for something that did not render?
Send the order number — we usually reply within one business day.