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Refund Policy

Failed videos get their credit back automatically. Finished videos aren't refundable, but each includes a free redo, and unused purchases can be refunded within 14 days.

In short

  • A video fails: you get the credit back automatically.
  • You don't like a finished video: each paid video includes one free redo.
  • A video is finished: the credit it used isn't refundable.
  • You haven't used any credits from a purchase: you can get a full refund within 14 days.
  • You were charged twice or by mistake: we always refund it.

Failed videos

If a video can't be made, for example because the AI model returns an error, we return the credit to your account automatically and the result page tells you so. You can use the credit to try again. You don't need to contact us.

Free redo

Each paid video includes one free redo. If the finished video doesn't look like you or your pet, press Redo it on the result page. The redo replaces the earlier video. If the redo fails, you can try it again for free.

Finished videos

Once a video has been made, the credit used for it is not refundable. Each video costs us money to generate, and you receive it as soon as it is ready. The free redo is how we handle a video you're unhappy with.

Unused purchases

If you haven't used any credits from a purchase, you can ask for a full refund within 14 days of buying it. Once you have used a credit from a pack, that purchase is no longer refundable. When a purchase is refunded, the credits it added are removed from your account.

Billing problems

If you were charged twice, charged without authorizing it, or paid but never received your credits, email us. We will fix it or refund you, whatever the rules above say.

How to ask for a refund

Email support@rumpelstiltskinai.app with the email address you used at checkout and your order number or receipt. Never send your card number or security code. We usually reply within 2 business days.

You can also contact Waffo (Waffo.com Limited), which sold you the credits as merchant of record, through your receipt or the Waffo customer portal. Waffo processes all refunds and reviews requests under its Buyer Terms. Approved refunds go back to your original payment method; how long they take to appear depends on Waffo and your bank.

This policy doesn't limit any rights you have under consumer protection laws where you live.