One inbox, and the rules we follow before you ask.
Write to [email protected] from the address you sign in with, and name the film you mean.
Email supportWhen you will hear back
Support is handled in English, and we aim to reply within two business days.
A failure gives your credits back
A free preview that fails returns the free try. A paid render that fails returns the reserved credits to your balance automatically, with no email from you.
What never costs credits
Downloading a finished film with its captions, restoring an earlier version, and planning the storyboard cost nothing. Text, order, and timing edits stay free too.
Retention and deletion
An unclaimed guest preview and access link expire after 24 hours and are queued for removal. Signed-in projects and rendered files remain available while the account is active or until the user deletes them. Billing, fraud-prevention, security, tax, and legal records may be kept for the period reasonably required for those purposes. Verified deletion requests are processed within 30 days; limited backups expire on their normal schedule.
Refunds and billing problems
If Stripe confirms a duplicate payment, credits do not arrive, the same task is finalized twice, or a subscription does not activate, email [email protected] with the account email and transaction context. We will correct confirmed duplicate charges or missing credits. Except for non-delivery, confirmed duplicates, a service discontinuation, or rights required by law, completed one-time credit purchases and consumed credits are generally not refundable. If we permanently discontinue the paid service, we will provide a reasonable opportunity to use unused purchased credits or offer an appropriate refund for them.