Refund Policy

This policy covers purchases and generation credits on Spitnova. For help with a charge or a video, email hello@spitnova.com.

Payment refund requests

If something went wrong with a purchase, contact us within 14 days of the payment date. This applies to one-time credit packs and subscription payments, including renewals. We review the charge, credit use and the issue you report before deciding whether a payment refund is appropriate.

Please report duplicate charges, paid credits that did not arrive, or a technical problem that prevented you from using your purchase. The 14-day request window is not an automatic money-back guarantee.

Failed generations

When a scene image or video generation is marked as failed, the credits charged for that failed step are returned automatically to your Spitnova balance. A video that cannot be delivered because of a safety check also has its generation credits returned. This is a credit return, not a refund to your payment method.

Scene images and videos are separate generation steps. A failed video does not automatically return the credits for a scene image that was successfully delivered. If a failed step still shows a charge, email us with its creation ID so we can check it.

AI results can vary in likeness, movement and sound. A completed result is not guaranteed to be an exact copy of a trend or recording. If a delivered result has a technical problem, send us its creation ID and a description so we can review it.

Subscriptions and cancellation

You can cancel future renewals using Manage billing in your dashboard. Your plan stays active until the end of the period you paid for.

Canceling a subscription does not automatically refund a previous payment. To request a refund for a subscription charge, email us within 14 days of that charge. Requesting a refund by email does not cancel your subscription; use Manage billing to stop future renewals.

How to request a refund

Email hello@spitnova.com from the email address on your Spitnova account and include:

• The payment date, amount and currency.
• Your Stripe receipt or invoice number, if available.
• A description of the issue and any relevant creation IDs or screenshots.

Do not send your password, full card number or card security code. We will reply by email with the outcome or ask for the information needed to investigate.

Approved refunds

Approved payment refunds are processed through Stripe to the original payment method. Your bank or payment provider determines when the refund appears; it may take several business days after processing.

Credits associated with the refunded amount are removed from your balance. If those credits have already been spent, the adjustment may leave a negative balance. Free promotional credits cannot be exchanged for cash.

Your rights and related policies

Where applicable consumer law gives you additional rights, those rights apply. This policy does not limit mandatory rights or remedies available to you.

Read our Terms of Service, Privacy Policy and Acceptable Use Policy for the rules that apply to your account and content, including account closure for serious or repeated violations.