Credit & Refund Policy

Credit packs are one-time purchases, not subscriptions. Purchased credits have no scheduled expiry while your account and MotionLab remain available. Free or promotional credits may have conditions disclosed with the offer. Credits are for service usage and cannot ordinarily be transferred or exchanged for cash.

Credits are deducted when a paid job is accepted, before delivery. Review the cost for the selected model, duration, resolution, and options before submitting a request. Website and authorized MCP/API requests can draw on the same account balance. Enterprise customers with separate invoicing follow their agreed billing terms.

A credit refund restores credits to your MotionLab balance. A payment refund returns money through the payment provider. A credit restoration does not automatically create a payment refund.

When a paid job reaches a refundable technical-failure state, the credits charged for that job are returned to your account. This includes supported provider, queue, and infrastructure failures. The refund uses the amount originally charged for that job, even if prices have changed.

Automatic recovery may take time while a job is being reconciled. If a failed job still shows a charge, contact support@motionlab.art with the job ID. We will review the record and correct any missing eligible refund. The same job is refunded only once.

Where a cancellation control is available, an eligible pending or processing job receives its credits back after MotionLab confirms cancellation. A request to cancel is not confirmation: some renders cannot be stopped immediately, and a job that has already completed is not eligible for the pending-job cancellation refund.

Closing the browser, leaving a page, disconnecting an assistant, or deleting a finished output does not cancel a job or reverse its charge. Check the job status and credit activity to confirm the outcome.

Queue and processing times vary. A delay alone does not trigger a refund; if the job fails or an eligible cancellation completes, the relevant refund rules apply.

A request rejected by preflight checks before a job is accepted does not incur a generation charge.

If a provider or later safety check blocks an accepted job, the current wallet policy returns credits for up to two eligible provider-safety blocks per account in a rolling 24-hour period. Additional blocks in that period do not receive an automatic credit refund. This allowance does not authorize prohibited content or attempts to bypass safety checks.

If you believe a block was mistaken, send the job ID to support for review. Content removed for a policy violation after a completed generation does not automatically qualify for a refund. See our Acceptable Use Policy.

AI results vary. A completed job is not ordinarily refundable solely because you dislike the result, expected a different style, need another iteration, or your client rejects it. The same applies to an incorrect prompt, input, model, format, or settings, or a second generation submitted by you or an authorized assistant.

This distinction does not remove remedies for an actual service fault, misleading description, or any defect covered by applicable law. If a file is missing, corrupted, or cannot be delivered, contact us with the job details so we can investigate.

Contact support@motionlab.art to request review of an unused purchase, duplicate charge, incorrect amount, or another billing issue. Include your account email, purchase date, amount and currency, and the Dodo Payments receipt or payment ID. Explain whether you are requesting a correction, cancellation, or payment refund. Do not send full card details.

Unused-purchase requests are reviewed against the payment and credit-usage records; a change of mind does not by itself guarantee a discretionary refund. Used credits are ordinarily non-refundable, subject to the technical-failure, closure, and statutory-rights provisions in this policy.

If we confirm a duplicate or incorrect payment, we will correct it and arrange the appropriate payment refund. We will not substitute credits for a cash refund you are legally entitled to without your agreement. Refunded purchases may have the corresponding unused credits removed to avoid both a refund and continued use of the same purchase.

Dodo Payments processes payment refunds, normally to the original payment method. Availability and bank processing times vary; we will confirm the outcome of a request rather than promise an instant refund.

Where offered, a Motion Studio subscription renews automatically at the billing interval shown at checkout. Its model access and message allowances are separate from generation credits. Cancel by emailing support@motionlab.art from your account email, identifying the subscription, or through a cancellation option supplied with your billing details.

Ordinary cancellation stops future renewals and leaves access available through the period already paid for. Except where required by law, this policy's closure provisions, or a confirmed billing correction, we do not refund a partially used subscription period merely because you cancel or reach a disclosed usage limit.

Canceling a subscription does not remove your credit balance. Exported work is subject to ordinary storage and deletion rules; ending a subscription is not a separate deletion trigger.

For a planned permanent closure, we will give at least 30 days' notice as described in the Terms. We will stop purchases and renewals before closure and explain the final dates and payment-request process in that notice.

We will refund the amount paid for unused purchased credits remaining at closure, calculated from the original purchase price and account credit activity, not a current pack price or a promotional face value. We will also refund the portion of prepaid subscription access that falls after the closure date. The same unused purchase is not refunded twice.

Free, bonus, and promotional credits have no cash refund value. We may request enough account or payment information to reconcile a balance, but will not ask for passwords or full card numbers. The closure notice will explain how to contact support if a refund cannot be processed through the original payment method.

A notice period is not a deadline that extinguishes statutory payment claims. If an urgent, unplanned shutdown prevents advance notice, any remedies required by applicable law remain available.

This policy does not exclude mandatory cancellation, withdrawal, refund, or other consumer rights. Any exception for digital content or a service that has begun applies only when its legal conditions are met; using the website alone is not a blanket waiver of those rights.

Contacting support can help resolve a billing problem, but it is not a condition for exercising a legitimate payment dispute or chargeback right. We may investigate disputed payments and restrict access where reasonably necessary to address suspected fraud or unpaid usage, subject to applicable law.

The terms applicable when you purchased or submitted a job govern that transaction, together with any greater rights required by law. We will date policy updates and notify affected users of material changes. Changes do not retrospectively remove an existing refund entitlement.