Before you buy
Credit packs are one-time purchases with no automatic renewal. The route confirmation shows the credits required for your chosen settings. Do not buy for a route marked Coming soon; checkout remains disabled until the service and its support channel are ready.
Unused credits do not expire while your account and the service operate normally. Photos and finished files are different: site-stored media is cleaned up after 30 days, so download it in time.
A technical failure returns the affected credits
If a generation reaches a confirmed failed status, the credits reserved or charged for that generation are released or returned to your balance. This is a credit adjustment, not a new payment to your card.
A job still processing or awaiting a provider status is not yet a confirmed failure. The service checks its final status so a delayed output and a credit refund are not granted twice. If the status is unclear, contact support with the generation reference rather than submitting repeated copies of the request.
A quality concern is reviewed by a person
If a completed clip has a problem, submit feedback with the generation reference and a clear description. Useful examples include the wrong person appearing, missing people, swapped roles, or an unusable output file.
AI movement, framing, and visual detail can vary between takes. Human review considers the requested settings, delivered result, and provider response. Requests are reviewed individually, and we will confirm any credit adjustment or other remedy after that review.
Request a refund for unused purchased credits
You may request a cash refund of unused purchased credits within 14 days of the purchase. Include the account email and order reference through the contact channel. Eligibility and the amount are checked against the purchase and credit ledger, including any credits already used or reserved for a generation.
Consumed credits are not guaranteed to be refundable unless applicable law requires it. Refunds are subject to Creem's review and applicable checkout terms; this policy does not guarantee approval, a fixed processing time, or exemption from those terms.
An approved cash refund adjusts the corresponding credits and is processed through the payment provider. Do not include full payment-card details in your request. Keep your receipt and account reference until the request is resolved.
Your legal rights remain
This policy does not limit rights or remedies that applicable law requires. If you believe a charge or credit adjustment is incorrect, contact support with the relevant order or generation reference so it can be investigated.