Refund Policy
Last updated: October 21, 2026
1. Failed generations
If a video fails to generate, times out, or is refused by the safety filters of the AI model, the credits for it return to your balance automatically. You do not need to contact us, and the failed video does not count against you.
Credits are spent only on videos that finish. A finished video that does not look the way you hoped — such as a minor difference in facial likeness, hair, hands, or lighting — is a completed render, not a failed generation; see "What photo works best" on each template page for how to get the closest likeness.
2. Credit packs
Every credit pack is a single one-time payment for a fixed number of credits. Because credits are added to your order immediately and GPU rendering starts within seconds of payment, purchases are final once credits have been spent on a completed video.
If you bought a pack and have not spent its credits, or if we approve a goodwill refund within 14 days of purchase, email support@sendare.co with your order reference (it starts with SND-). A refunded order gets its remaining credits cancelled and any videos it produced are permanently deleted so the link and download stop working.
3. When we always refund or fix a charge
Email support@sendare.co and we will put it right in any of these cases:
- Your payment succeeded but the credits or video never arrived on your order page: we deliver them or refund the payment in full.
- You were charged twice for the same order: we refund the duplicate charge.
- You were charged because of a clear technical error on our side: we refund the charge.
Nothing in this policy limits any mandatory consumer protection right that applies where you live.
4. How refunds are paid & disputes
Payments and refunds are processed by Waffo Pancake, our merchant of record, and approved refunds usually appear within 5 to 10 business days depending on your bank. Please email us before opening a dispute or chargeback with your bank — most billing problems are resolved within 24 hours, whereas a bank dispute can freeze the order for months.