Refund Policy

Last updated: October 28, 2026

We want the video of your pet to be something you are glad to keep. This policy explains when you get credits or money back.

In short

Credits are sold in one-time packs. There is no subscription and nothing is charged again.
Failed videos are refunded automatically: the credits go straight back to your balance.
Unused packs can be refunded within 14 days of purchase.
Credits do not expire, so you can use them whenever you like.

If a video cannot be generated (for example, the AI service has an error, rejects the photo, or the video takes too long), the credits for that video are returned to your balance automatically. You do not need to contact us.

2. Unused credit packs

If you have not used any credits from a pack, you can ask for a full refund within 14 days of buying it. Email support@diademuertosmascotas.net from the address you sign in with and tell us which pack you want refunded.

3. Packs you have already used

Credits that were used to create videos are not refundable, because the AI processing has already been done and paid for. If you have used part of a pack, the remaining credits stay on your account and do not expire.

4. A video that came out wrong

AI results depend on the photo you upload, so please follow the photo tips shown next to the upload box (one pet, face and body clearly visible, good light, no people). If a finished video is clearly broken, for example the file does not play, it shows a different animal rather than your pet, or the name you typed is spelled wrong, email us within 7 days with the video's date. We will review it and return the credits or refund the cost of that video.

In short

1. Failed videos (automatic)

2. Unused credit packs

3. Packs you have already used

4. A video that came out wrong

5. How refunds are paid

6. Chargebacks

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