Refund Policy

Failed generations: credits come back automatically

If a generation fails, is refused by the model's safety filter, does not finish in time or produces a file that fails our check, the credits it cost are returned to your balance. You do not need to ask. The job in My videos shows that it was refunded.

A finished video that plays correctly but is not what you hoped for is still charged. The model decides how it reads a prompt; the examples on this site show what that looks like in practice, including the misses.

Refunds to your payment method

Email support@cicadas.ai from the address on your account and we will refund:

• a duplicate or mistaken charge;
• a credit pack bought in the last 14 days from which no credits have been spent;
• a subscription payment made in the last 14 days from which no credits have been spent.

We reply within three business days. Approved refunds go back to the original payment method; your bank decides how long that takes to appear.

What is not refunded

• Credits that have been spent on finished videos.
• The remainder of a subscription period after credits from it were used. You can cancel at any time and keep the plan until the period ends.
• Credits that expired unused.

Nothing here limits rights you have under the consumer law of your country.

Cancelling a subscription

Cancel in Billing. No further payments are taken, and the plan stays active until the end of the period already paid for.

Disputes

If something went wrong, please write to us before opening a dispute with your bank: we can usually fix it faster. An account with an open payment dispute cannot start new generations until the dispute is resolved.