---
title: "Refund policy | I Love the Smiths AI"
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> Index of every page on this site: [llms.txt](https://ilovesmiths.com/llms.txt)

# Refund policy

**Short version**

- If a render fails or times out, the credits for that job return to the same account automatically.
- Disliking the finished video is not a cash refund — retry with clearer photos or a lower resolution.
- Unused pack credits are not cashed out and do not expire while the account exists.
- Charged but credits missing: email us with the account and the payment reference.
- Jobs refused for a terms violation (celebrity, minor, no consent) are not refunded.

How credit refunds work when a 15-second one-take render fails, and how pack purchases are treated. Last updated 10 November 2026.

## Failed renders

Every order is one continuous take, rendered as a single job and mixed with the 15-second soundtrack. If the render fails, the mix fails, or the 30-minute job timeout is reached, the full credit amount for that order is returned to the same account automatically. Nothing else is required from you.

If a portrait is rejected by the image-safety check, the order is cancelled before generation starts and every credit is returned.

A *successful* render whose likeness you simply dislike is not an automatic refund. The face, the framing, and the lip movement are generated; they are not a guaranteed replica of a paid actor. Try the guidance in [photo requirements](https://ilovesmiths.com/i-love-the-smiths-ai-photo-order) before ordering again.

## Partial failures

We do not deliver a partial video and charge for it. The take is only delivered when the render and the audio mix both complete; if either fails, the whole order is marked failed and refunded.

## Credit packs

Packs are one-time digital credit, not a subscription. Unused credits are not cashed out. If online checkout charges you and the pack never lands on your account, contact us with the account email and the checkout reference; we will verify the order and either add the credits or issue a payment reversal.

## Chargebacks

If you open a chargeback after credits were delivered and used, we may freeze the account while the dispute runs. Talk to us first if a charge looks wrong — a failed render is usually fixable with a credit return.

## Prohibited uploads

Orders we refuse because a photo breaks the [terms](https://ilovesmiths.com/terms-of-service) — a celebrity, a minor, or someone who has not consented — may not receive a credit refund. Do not test the boundary.

## How to ask

Sign in, note the job id from My videos if you have one, and write from the same email as the account to [help@ilovesmiths.com](mailto:help@ilovesmiths.com). Say whether you expected a credit return or a pack that never appeared.

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## Sitemap

See the full [sitemap](https://ilovesmiths.com/sitemap.md) for all pages.