Service Level Agreement
Updated 2026-10-14
What we aim for
Neruta is built to be available around the clock, because creators post at all hours. We run the studio with commercially reasonable effort to keep the site, your library and checkout working every day of the year.
The honest dependency
Every render is produced by a third-party model provider. When a provider slows down, pauses an engine or changes its filters, that engine slows down or pauses on Neruta too. We cannot promise a fixed uptime percentage on their behalf, so we do not publish one.
What we do when an engine has a bad day
If an engine keeps failing, we may pause it so you do not spend time on it, and bring it back once the provider recovers. The other engines keep working, so your post can still go out on another one.
The built-in remedy
Any render that fails returns its credits to your balance automatically. You never pay for a clip you did not get. Credits never expire, so an outage never costs you the credits you have already bought.
Your library
Renders you made stay in your library and can be downloaded at any time.
Maintenance
Planned maintenance is kept short and scheduled for low-traffic hours. If a longer window is ever needed, we announce it in advance.
Support response
[email protected] answers within one business day, every business day. Payment issues and access problems are handled first.
If things go wrong for longer
If Neruta is unavailable for an extended period, unused purchased credits remain refundable under the Refunds Policy, so you are never stuck with credits you cannot use.
Changes to this agreement
If we change these commitments, the date at the top of this page changes with them.