Refund Policy
Last updated: October 31, 2026
Failed videos
If a video fails to generate (a provider error or no video), the video credit or free preview is returned automatically. A video that fails to start costs nothing.
Money back within 7 days
You can get a full refund within 7 days of purchase if you have not used any credit from that pack. Email support@newyearaivideo.com from your account email with the order date. Refunds go back to the original payment method through Stripe and usually arrive in 5–10 business days.
Used credits
Used credits are generally not refundable, because each video has a real generation cost. If a finished video is broken (for example a corrupted file), email us and we will look at it case by case.
HD versus preview
"Make it HD" is a new 10-second 720p render of the same photo and scene, so it can look a little different from the free preview. A different-looking result is not a failure.
Retention
Generated files are deleted 14 days after they are created, so download your video before then.