Refund Policy

Effective date: February 10, 2026

Last updated: February 10, 2026

This Refund Policy explains when Realtogen ("we," "us," "our") may issue refunds for purchases made for our AI video generation services on realtogen.ai. Purchases are processed by Dodo Payments as the Merchant of Record.

Users purchase AI render credits, which are delivered instantly to the user's account balance upon successful payment. Because our service incurs immediate compute and processing costs when generation is initiated, refunds are limited and follow the rules below.

1) Digital Products & Credits (One-time Purchases)

Credit packs, single-video purchases, and other one-time digital products are generally non-refundable, especially once they have been used (fully or partially).

Why: Once a user initiates a generation, credits are irrevocably consumed to reserve server capacity and trigger the GPU rendering process. Due to the high compute costs and infrastructure required (averaging 2–6 hours per job), consumed credits cannot be returned.

EU/Türkiye – Right of Withdrawal (Digital Content)
For customers in the EU/Turkey: You expressly acknowledge that our services and digital content are delivered immediately upon purchase and/or when generation begins. Accordingly, you expressly request immediate performance and waive your right of withdrawal once performance has begun (i.e., credits are used or generation starts). This does not affect any refunds we may issue under the "Exceptions (Safety Valve)" section for objective technical failures, duplicate charges, or unusable locations.

2) Subscriptions (Monthly Membership Starter / Monthly Membership Pro Agency)

You can cancel your subscription at any time from your account dashboard.

  1. If you cancel, you will not be billed for the next billing cycle.
  2. We do not provide refunds for:
  • prior months already billed, or
  • partial months where the subscription was active (even if you did not fully use your credits/features during that period).

Your access and benefits typically remain active until the end of the current billing period, unless otherwise stated in your plan.

3) Fix First: Free Regeneration for Quality Problems

If the generated video quality is off due to a technical or processing issue (for example: severe visual corruption, missing frames, rendering artifacts, or output clearly not matching the intended generation flow), we will first offer a new generation at no additional cost, provided:

  1. the request is within the same project/order context, and
  2. the inputs are substantially the same (or corrected to resolve the issue), and
  3. the issue is not caused by prohibited content or user-side problems (e.g., unusable source imagery).

This "fix first" step is designed to get you a usable result quickly without requiring a refund.

4) Exceptions

We will issue a refund when the issue is objective and verifiable, including the following situations:

• Technical error / no delivery

The system deducted credits or accepted payment, but no video was produced (or the output was not delivered/accessible due to a platform fault).

• Duplicate or accidental charge

You were double-charged by mistake for the same purchase.

• Output is objectively completely broken

Example: a blank or black screen output, unreadable/corrupted file, or output that is clearly non-functional.

• Requested location is not usable

If the requested location for the generation is not usable (for example, required source imagery/data is unavailable, invalid, inaccessible, or cannot be processed by our system in a way that allows us to deliver a reasonable output), you will receive a full refund for that specific order/purchase.

5) What We Do Not Refund (Subjective Dissatisfaction)

We do not issue refunds for subjective reasons, including but not limited to:

  • "I don't like the style"
  • "It's not what I imagined"
  • "I expected it to look more cinematic"
  • "The AI chose different-looking details"

AI-generated or AI-enhanced media may contain hallucinations or inaccuracies, and it may not perfectly match real-world conditions. This is an inherent limitation of AI generation.

6) How to Request a Refund

To request a refund or report a billing/technical issue, contact us at:

support@realtogen.ai
Subject line: Refund Request

Please include:

  1. the email used at checkout,
  2. the order/subscription details,
  3. and a brief description (and screenshots/video link if relevant).

We may ask for additional details to verify the issue and confirm eligibility under this policy.

7) Refund Method & Timing

Approved refunds are issued to the original payment method via Dodo Payments (Merchant of Record). Processing times can vary depending on the payment provider and your bank/card issuer.

8) Abuse Prevention

We reserve the right to deny refund requests if we detect abuse, fraud, or repeated attempts to exploit the refund process, including patterns of excessive refunds, chargebacks, or policy circumvention.