A video that fails is refunded in full, automatically, without you asking for it. This page explains exactly when that happens, what it does not cover, and how to reach Digital Farhan about anything else.
Last updated 19 September 2026
If the engine rejects your video, the exact amount you were charged goes back onto your balance by itself. You do not need to contact us, fill in a form, or explain anything. It usually lands within a few minutes of the failure.
The amount returned is what you actually paid for that video, frozen at the moment you pressed the button. If prices changed afterwards, it makes no difference - you get back what was taken.
Every refund appears on your balance history with the video it relates to, so you can always check one happened.
Some videos take longer than others, and slow is not the same as failed. We keep waiting and keep trying for several hours before giving up on a video.
If we do eventually give up, that counts as a failure and is refunded the same way. You are never charged for a video you did not receive.
A video that generated successfully is not refunded because you do not like the result. AI video is unpredictable by nature, and the price here is a small fraction of what this normally costs precisely because that risk sits with you rather than with us.
We also cannot refund:
If you are unsure whether a shot will work, generate it on the cheapest model first. That is what it is there for.
Your balance never expires, so there is no need to use it by any particular date.
If you would rather have unspent money back, write to support@clipaxy.com within 30 days of adding it and we will return it by the same method you paid with. We will return whatever is left unspent - money already spent on videos that generated successfully is not part of that.
Top-ups are checked and approved by a person, not automatically, so there is a wait between paying and seeing the balance. It is usually well under an hour.
If several hours have passed and nothing has appeared, message us with your payment reference or screenshot and we will sort it. Nobody loses money because our review took too long.
Email support@clipaxy.com, or use the message window inside the site once you are signed in - that one is usually faster, because we can see your account and your videos from it.
Tell us which video or which payment, and we will look. We aim to answer every message within one working day.
See also our Terms of Service and Privacy Policy.