Refund Policy

Last updated: October 2, 2026

This refund policy explains when SiVideoAPI returns credits on its own, when a card payment can be refunded, and how to reach us. SiVideoAPI is an SI video API (SI, super intelligence, is the newer name for what was formerly called AI) billed in prepaid credits, so most refunds happen inside your balance without anyone filing a request. The refund policy applies to every purchase on sivideoapi.com and to all usage through the API.

How API usage is charged

When POST /v1/videos accepts a request, the full price of the clip is held from your balance. Prices are per second of video and depend on the model, resolution and audio; the amount is returned in the cost_credits field of the video object. If the render succeeds, the hold becomes the charge. If it fails, the hold is released back to you.

Requests that never cost anything

• invalid input, an unknown model or a missing image (HTTP 400);
• a balance too low for the clip (HTTP 402);
• a prompt stopped by our content filter before the job is created (HTTP 422);
• going over the rate limit or the cap of 10 renders in progress (HTTP 429);
• a missing, mistyped or revoked API key (HTTP 401).

Automatic refunds for failed renders

Once a job exists, its credits come back by themselves whenever its status ends as failed. That happens when:

• the provider reports an error, or our request still has not been accepted by it after five minutes;
• the provider’s safety filter declines the prompt or image;
• a render passes the 45-minute limit, at which point we cancel it;
• the finished file cannot be copied into our storage;
• generation is paused because of a problem on our side with the provider account.

The error field says what went wrong, and GET /v1/balance shows the restored credits. A background check revisits quiet jobs every two minutes, so even a job nobody polls is settled within about an hour. Each job can be refunded only once, so retried webhooks or repeated status checks can never count it twice.

What this refund policy does not cover

• Renders that work but disappoint. A successful video is charged even when the model reads your prompt differently than you hoped, because the compute was used. Prototype with short clips, low resolutions and cheaper models first.
• Duplicate requests from your code. The API has no idempotency key, so a retried POST creates a second job and a second charge. After a timeout, call GET /v1/videos to see whether the first request went through before sending it again.
• Deleted videos. DELETE /v1/videos/:id removes the file but does not return its credits.
• Usage by your end users. Requests your application sends for its users are your usage, whatever those users think of the result.

Checking refunds from your code

Everything in this refund policy can be confirmed through the API itself. Poll GET /v1/videos/:id until the status is succeeded or failed; the API has no webhooks yet, so polling every few seconds is the normal pattern. A failed video keeps its original cost_credits value for reference, but that amount is already back in GET /v1/balance. Logging the video id and cost of each request makes it easy to match your records with ours if you ever need to contact us.

Leaked or misused API keys

Credits spent with your keys are your responsibility, including spending by someone who found a key in client code, a public repository or a log file. If you suspect a leak, revoke the key in the dashboard immediately, which stops further spending at once, create a replacement and email us with the key prefix and the time window. We will review the activity on your account with you; any goodwill credit is at our discretion and is not owed under this refund policy.

Broken files

This refund policy treats a defective file as a failure even when the job reports success. If a video with status succeeded is blank, has no sound although audio was billed, or refuses to play, send us its id. We check the file and return the credits when it is technically defective.

Test before you buy

Signing up with Google adds 80 free credits to a new account, which covers a single short, low-resolution clip on the cheapest models, so you can wire up your integration before paying. GET /v1/models lists every per-second rate without a key, and the SiVideoAPI pricing page explains packs and bonuses. If you are unsure, start with the smallest pack; every later pack tops up the same balance.

Credit packs and card refunds

Packs are one-time purchases. Credits arrive right after payment and never expire, so purchases are normally final and unused credits are not paid back. Under this refund policy, the money goes back to the card you paid with when:

• the same order was charged twice;
• payment went through but the credits never showed up in your balance;
• an outage or bug on our side kept the API from working for you and was not fixed within a reasonable time;
• you bought as an EU or UK consumer, have not touched the pack’s credits and ask within 14 days;
• a refund is mandatory under the consumer rules of your country.

Bonus and free credits

Pack bonuses, the new-member bonus on a first purchase, the sign-up credits and gift center rewards carry no cash value. This refund policy never pays them out, and once spent they are gone for good.

Your balance after a card refund

A refunded payment takes its credits back with it: the base credits, its pack bonus and, on a first order, the new-member bonus. Credits you already spent stay spent; we deduct only what is still in the balance, never charge for usage, and never let the balance go negative.

Examples under this refund policy

• A provider error. You request a five-second clip and the provider fails. The status becomes failed and the credits are back in your balance moments later, with nothing to file.
• A retry loop. Your worker resent a request after a timeout and three identical clips rendered. All three succeeded, so they are charged; checking GET /v1/videos before retrying avoids this.
• A double charge. Your bank shows the Creator pack ($29.90) twice. Email us and we refund the duplicate in full.
• Unused credits. You bought the Starter pack (1,100 credits with its bonus) and used half. The purchase is final, and the rest stays in your account with no expiry.

How to ask for a refund

Write to support@sivideoapi.com from the email on your account (a reply to the Stripe receipt also works) no later than 14 days after paying. Include the date, amount and pack, the ids of any defective videos, and the key prefix if the request concerns a leaked key. We reply within two business days, and an approved refund typically shows on your statement 5–10 business days later, depending on the bank.

No subscriptions

Nothing here is recurring, so there is nothing to cancel; this refund policy only ever deals with one-time packs, and a charge happens only when you buy one.

Currency and bank fees

All prices and charges are in US dollars. Any conversion or foreign transaction fee comes from your card issuer, which we cannot reverse; we always return the full dollar amount of a refunded payment.

Price changes

A later change to pack prices or per-second rates does not touch credits already in your balance, and each request is billed at the cost quoted when it was accepted.

Who decides refunds

Our own team decides refunds; fal.ai, Stripe and the model vendors cannot, so contact us directly. An account closed for breaking our terms, for instance by collecting sign-up credits through fake accounts, may lose the credits it holds.

Chargebacks

Talk to us first if something looks wrong on your statement; we fix real problems faster than a bank dispute can. While a dispute is open we may pause the account and its API keys.

Changes to this refund policy

This refund policy may be revised as the API evolves; each purchase follows the text published on its purchase date. Related reading: the Terms of Service and the Privacy Policy.