Refunds and Credits

Updated: 2 November 2026

How credit works

• The API is prepaid. Add credit to your wallet on the Billing page, by card.
• Credit is added at face value: $50 paid is $50 to spend. The dashboard also shows it in credits, where 1 credit is $0.01.
• When you start a request, its price is held on your wallet. Held money cannot be spent twice.
• When the request ends, the hold is released. If it succeeded, the price is charged once. If it failed, nothing is charged.
• Credit you added does not expire while your account is open. Monthly credit that comes with a plan is spent first and resets each month; it does not roll over.
• Credit has no cash value outside the Service and cannot be transferred.

Failed and blocked requests

A request that fails, times out, or is blocked by a model's safety rules is not charged. There is nothing to refund because the money was never taken. If you ever see a charge for a request that did not succeed, write to us with the task id and we will put the amount back on your wallet.

Refunds for unused credit

• Credit is non-refundable and cannot be exchanged for cash, except where the law requires a refund or where we decide to issue one. When we do, the refund goes to the original payment method, less any non-refundable payment fees.
• Credit already used on successful requests is not refunded, because the work was done.
• If we close your account without cause, we refund the unused credit you added.
• Where the law gives you a refund right, we follow it.

If you think you were charged in error, write to support@vidlab.ai from your account email with the amount and date of the top-up. Refunds go back to the original payment method and usually show within 5 to 10 business days, depending on your bank.

Auto top-up

Auto top-up adds credit by card when your balance drops below the level you set, up to the monthly cap you set.

• Turn it on or off, and change the level, the amount and the monthly cap, on the Billing page.
• A top-up is tried when a charge leaves you below your level, and at most once every 10 minutes.
• If a charge is declined, we email you. After 3 declines in a row, auto top-up turns itself off until you turn it on again.
• Credit added by auto top-up follows the same refund rules as any other top-up.

Chargebacks and disputes

If something looks wrong, write to us first. We reply fast and can often fix it the same day. If you file a chargeback or dispute with your bank, we may pause your wallet and API keys while it is reviewed, and requests will be refused until it is settled. A dispute that turns out to be invalid can lead to the account being closed.

Taxes

Where tax applies, it is shown at checkout. Refunds include the tax paid on the refunded amount.

Contact

support@vidlab.ai for billing. See also Contact.