NEON Refund Policy: Failed Videos, Credits and Payments

What happens if a NEON generation fails?

A confirmed failed or rejected generation returns the credits reserved for that task to your account. This is an account credit return, not a refund of a card payment. If a task is delayed or its outcome is uncertain, the service checks the existing attempt before adjusting credits. A slow page update does not, by itself, prove that processing failed.

This policy explains those distinctions and the route for requesting help with an order or output. It does not promise an automatic payment refund for every completed result you dislike, or a guaranteed completion time. Review the task in My videos and the account credit history before making a request so the issue can be connected to the correct attempt and balance entry.

What did I purchase?

Credit packs are one-time purchases with no automatic renewal. Starter is $9.99 for 30 credits, Creator is $26.99 for 90, and Studio is $49.99 for 180. Credits are valid for 365 days from purchase. Each requested 15-second generation uses 10 credits at 480p or 30 credits at 720p. See Pricing for the offers and current checkout availability.

A pack buys an account balance for generation attempts. It does not guarantee a particular facial likeness, choreography detail, outfit, or number of results you personally choose to publish. The advertised video counts describe how many attempts the balance covers at the stated resolution. Another accepted attempt, including a new variation, can use additional credits. Read the displayed quote before submitting rather than assuming a previous purchase includes unlimited changes.

How do generation credits and payment refunds differ?

A credit return reverses the reserved use of credits for an identified failed or rejected task. For example, if a confirmed failed attempt reserved 10 credits, those credits return to the account balance through the service. That event does not cancel the original credit-pack purchase or automatically send money back to the payment method.

A payment refund request concerns the purchase itself and is reviewed separately. Support may need the order number, credit usage, and relevant task records to understand the request. If you want that kind of review, clearly say that your concern is about the payment rather than just a task status. Keeping these requests distinct helps avoid assuming that an account balance adjustment means a card refund has also been approved or processed.

My task is still processing

Check the attempt in My videos, using the same account that submitted it. Note the task ID and current status. If you closed the browser or lost your connection, return to the library before starting again. A missing progress update on one page does not establish whether the underlying task was accepted or completed.

Do not submit another generation solely to test the first one. Separate accepted submissions can be separate attempts, each with its own credit use. If the outcome is unclear, contact support with the existing task ID and what you see. An uncertain attempt needs to be checked before a credit adjustment. We do not treat a guessed failure as a confirmed one, because the service must first check the outcome of that original request.

My task shows failed or rejected

Review the task status and your credit history. Confirmed failures and rejections return the credits reserved for that attempt. If the records do not appear to agree, report the task ID, displayed status, and the credit entry you are asking about. Do not send a password or private authentication information to demonstrate account ownership.

A rejection can involve an input or safety check. Read any displayed explanation and the photo requirements before considering a new submission. Do not repeatedly send the same material to work around a safety decision. A new attempt should still meet the photo, consent, and permitted-use rules. The return of credits for one rejected task does not authorize an otherwise prohibited use or guarantee that another submission will be accepted.

The video completed, but the result looks different from my idea

Generated faces, hands, clothing, movement, and timing can vary. A completed task is not automatically a technical failure because you prefer another variation or because the result differs from the homepage example. The public sample is one generated 480p result using fictional adults, not a guarantee for every pair of photos or resolution.

If you believe there is a specific problem that needs review, send the task ID and a clear description through support. Explain the issue rather than assuming a particular cause or refund outcome. Review the whole clip before deciding whether to share it, and do not purchase repeated attempts on the assumption that an unwanted completed output will automatically restore credits. Any request is considered against the relevant task, purchase, usage, and service records.

I cannot play or download a completed result

A delivery problem is different from a request for a new generation. Check the existing library item and describe whether playback fails, the download control returns an error, or a saved file will not open on your device. Include the task ID and approximate completion date so support can investigate the correct record.

Completed videos are available for download for 14 days. Save files you intend to keep within that window. The window is separate from retention of task, account, or billing records, and does not promise restoration after it ends. Avoid creating a replacement generation before the original delivery issue has been checked. A second generation can produce different frames and use new credits; it is not the same action as recovering access to an existing completed result.

How do I request a payment refund review?

Email support@a2oliteneon.org or use account support. Include the order number, the pack involved, the account used, and a concise explanation of the billing concern. Mention relevant task IDs if the concern relates to generation. We review purchase, credit usage, and task records before deciding the request.

Do not include full card numbers, payment security codes, login credentials, or unrelated financial records. If you cannot access your account, explain that in the initial email rather than sending sign-in codes. Ownership may need verification before private records can be discussed. This policy does not specify a universal refund window or promise that every request will be granted, and it does not limit rights that apply under relevant law.

What should I check before another purchase or attempt?

Confirm that you are using the intended account and that an earlier order or task is not still unresolved. Review the quote on the homepage, the selected resolution, the two input photos, and both adults' permission. Choose the intended orientation before submission; changing the frame or resolution for a new generation is a new attempt rather than an edit to the old one.

Remember that personalized output is requested without audio and does not include a music license. The sample's separately added soundtrack is not an included purchase feature. If your project depends on a specific song, perfect identity preservation, a longer clip, or a fixed delivery deadline, resolve those requirements before spending. The workflow guide and free-use explanation can help you evaluate the supported scope.

Where can I find related policies?

Terms of service explains account use, submissions, credits, and output conditions. Privacy describes data handling, while Delete my data separates local draft clearing from server removal requests. A deletion request does not itself describe which purchase or balance entry needs billing review, so identify those concerns separately when contacting support.

Keep follow-up details in the same ticket or email conversation when possible. If the task or order status changes, add that information and the relevant identifier. There is no need to create a new paid request to make a support report. The existing records are the starting point for review, and the most useful request clearly states whether you need a task checked, a credit entry explained, a delivery issue investigated, or a payment refund considered.