Refund Policy

Last updated: April 27, 2026

Playboxai.io sells image-to-video generation, and that includes video produced with Google’s Veo model. This policy states when a payment or a credit balance can be returned. A credit purchase is your confirmation that you have read the policy and accept it.

Use the free trial before you pay

Trial credits are free, and they are not confined to a cut-down version of the product, so you can try Veo image-to-video before spending money. Stay on the trial until you have decided whether the output quality is what you want. Buy a paid pack only after that.

Failed generations

When a task fails for a reason on our side, the credits charged for that task are put back on the account automatically, in most cases within 24 hours. The return covers errors on our servers, timeouts and outages on the model side, and failures inside our own pipeline.

Credits are not returned automatically when:

The image violates the content rules.
The file is invalid, corrupted, or in a format we do not support.
A safety filter stops the prompt.
You cancel after generation has started.

If a failed task was eligible for a return and the credits did not come back, email [email protected] and include the task id. We will review that case manually.

Refunds on one-time credit packs

Credits from a one-time purchase that you have not used can be refunded when the request arrives within 30 calendar days of the transaction. Send it to [email protected].

A refund is not available for:

Credits already consumed by a generation, including where the video failed, was never downloaded, or did not match your expectation.
Credits issued as a promotion, a gift, or a referral reward.
Credits purchased at a sale price or another discount.
Bonus credits attached to a bundle or a campaign.

Sending a request

Sign in.
Email [email protected] from the email address registered on the account.
State the account email, the date of the transaction, the order id, and the reason for the request.
If the request concerns a failed task, add the task id.

A request sent from some other email address may be paused until we verify that it comes from you.

How a refund is decided and paid

We look at whether credits from the purchase were spent, whether videos from that period were generated, downloaded, or shared, and on what date the purchase was made. If the refund is approved, it is paid within 7 business days back to the original payment method.

When an approved refund is late

Check the bank or card statement again, because posting often takes additional days.
Contact the card issuer, since issuers post refunds on different schedules.
Contact the bank, which may add a processing step of its own.

If the refund is still absent after those checks, write to [email protected]. The same address handles questions about this policy.