CLIPJOLLY / HELP & POLICIES
Refund Policy
A failed generation returns its credits. A payment refund is a separate process, reviewed against your purchase and remaining credits.
Updated November 15, 2026
When generation fails
If generation definitively fails and no finished video can be delivered, all credits reserved for that video return automatically. This includes a failed scene in a multi-scene clip. A delayed or uncertain provider response stays under review until the outcome is known. Check your balance and activity in your wallet.
Request a payment refund
Email [email protected] using your account email, with the PayPal transaction reference and reason. Unused credit packs can be reviewed for a full refund. We reserve the matching credits before processing a refund so they cannot also be spent. Used packs, partial refunds, quality complaints and disputed payments need individual review. Contact us if a delivered clip has a technical problem; a preference for a different creative result does not automatically trigger a cash refund.
After approval
Approved payments are refunded through the original PayPal transaction. The corresponding credits are removed once the refund is confirmed. Pending or uncertain refunds keep those credits reserved. If a refund is confirmed to have failed, the reserved credits are restored. Your payment provider determines when the money appears; we do not promise a fixed arrival time.
Cancelled checkout and other rights
Cancelling an unpaid checkout does not spend your credits. Prices do not change after cancellation. Historical single-video purchases retain their original terms. This policy does not exclude refund or consumer rights that apply by law. We never ask for your password, one-time code or full card number to review a request.