Refund Policy

Failed generation jobs

• If a paid provider task fails before a usable output is delivered, ClipVela should refund the deducted credits to your ledger.
• If a provider output cannot be transferred to private storage, the task should be marked failed and credits should be refunded when possible.
• Failed jobs may require support review if provider status, storage, or database recovery is incomplete.

Paid beta orders

• During paid beta, delivery may be assisted manually while public checkout remains disabled for final release verification.
• If we cannot deliver the agreed paid beta output, contact support and we will review a refund or replacement delivery.
• Refund evidence should include the account email, order or payment reference, and task details.

Subscriptions and top-ups

• Starter and Pro are launch-stage plans and may be activated only after checkout release verification or paid beta confirmation.
• Top-up credits are intended for generation usage and are not a promise of unlimited output.
• Unused credit refunds are reviewed case by case, especially when provider cost has already been incurred.

How to request help

Questions can be sent to support@clipvela.com.