Refund Policy

Failed renders: automatic, no ticket

If a render fails — a server error, a model timeout, or a stop by safety moderation — the credits are returned to your balance automatically. You do not need to ask. They appear in the counter next to your account, and the failed attempt shows as failed in My Videos.

This covers renders only. The photo check is free and there is nothing to refund.

A render that finished but looks wrong: free re-roll request

Replacing a person in fast motion is not perfect, and likeness varies with the photo. If a finished video has distorted hands, a face that drifts, changed clothes, cut-off elbows or no sound, open My Videos and use Request Free Re-Roll within 7 days of the video being delivered. One request per video.

A person reviews it. If it is approved, the 100 credits for that video are added back to your balance, once; if it is not, we tell you why. We aim to answer within 24 hours. This is not automatic.

We cannot approve a re-roll because the likeness was not what you hoped for from a photo that was dark, blurry, at an angle or wearing sunglasses; the how-to guide explains what a good photo is.

First purchase, unused credits: 7 days

You can request a full refund of your first paid credit pack within 7 days of the charge, if none of its credits have been used. Email support@enzocelebration.com from your account email and we refund the amount to the original payment method, less any non-refundable processor fee. If any credit from that purchase has been used, or after 7 days, this refund does not apply.

Packs already used

Once credits from a pack have been spent on a completed render, the pack is not refundable. Credits you have not spent remain in your balance and never expire.

How refunds are paid

Refunds go back to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank.