Refunds Policy
Updated 2026-10-14
Failed renders refund themselves
If a render fails — the engine errors out, times out, or refuses the prompt — every credit it took goes straight back to your balance. No form, no ticket, no waiting. You will see the refund as its own line in Activity on the Credits page.
Unused credits: 14 days
Changed your mind about a purchase? Purchased credits you have not spent can be refunded to your original payment method if you ask within 14 days of the purchase. Email [email protected] from the address on your account and tell us which purchase you mean. If you have spent part of a pack, we refund the unspent part.
What we cannot refund
Credits already used on renders that completed, even if the result was not what you had in mind — the engine did the work and the provider charged for it. Bonus credits that came with a larger pack, and any promotional credits, have no cash value and are not refundable.
A render that came out broken
If a render completed but is clearly defective — a corrupted file, a black frame, audio cut off mid-clip — write to us with the time it ran and the engine. We look at every case and return the credits where the output is unusable.
How the money comes back
Approved refunds go to the card or wallet you paid with. Depending on your bank this usually takes 5–10 business days to appear. We do not refund in credits to other accounts, in cash, or to a different card.
Before you dispute a charge
If something on your statement looks wrong, write to [email protected] first. We answer within one business day and can usually fix it faster than a chargeback can.
No subscriptions, nothing to cancel
Neruta sells one-off credit packs only. There is no recurring charge, so there is never a renewal to cancel or a surprise payment to reverse.