Refund policy

Credits are reserved when a generation starts and charged only when it succeeds. If a generation fails, the reservation is released in full, immediately, and without you asking — the tile itself says so. You are never charged for a result you did not receive, and there is nothing to claim.

Credits bought in a pack do not expire. If you have not spent them, they are still there.

We will refund an unused pack within 14 days of purchase. A pack that has been partly spent can be refunded in proportion to the credits still unspent, at our discretion — spent credits have already been paid to the model provider on your behalf and cannot be recovered.

You can cancel at any time from your billing page. Cancelling stops the next renewal and you keep access until the end of the period you have already paid for.

We do not pro-rate a partial period. If you cancel mid-month, the credits granted for that month are yours to use until it ends.

If a renewal was charged and you had intended to cancel, write to us within 14 days of the charge. If the credits from that period are unused we will refund it.

The automatic refund covers a generation that failed. It does not cover a generation that succeeded and disappointed you — models are probabilistic, and a result you did not like is the cost of the attempt rather than a fault.

If a fault on our side cost you credits — a generation charged twice, a result that never reached your library, a charge you cannot account for — tell us and we will put it right. That is a bug, not a refund request, and we would rather hear about it.

We are the seller, and payments are processed by PayPal. A refund goes back through PayPal to the original payment method, and normally appears within five to ten business days.

Write to support@kestrel.video from the address you paid with, say which purchase it is, and we will arrange it. We answer within three business days. You can also open a case with PayPal, but writing to us first is faster.

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a distance contract within 14 days. That right can be lost for digital services once performance begins with your express consent.

Nothing on this page limits any right you have that cannot be limited by agreement.