Refunds & Credits

1. How credits work

Credits are prepaid usage fees. Each generation consumes credits at the rates shown in the app before you confirm. Credits do not expire while your account is active.

2. Failed generations

If a generation fails, you are not charged for it. If you believe you were charged in error, contact us and we will review the ledger and re-credit any mistake.

3. Refunds

Credits are prepaid and non-refundable once purchased. If we charged you in error — a failed generation, a duplicate top-up — tell us and we will re-credit your account (section 2). We do not return money for unused balances.

4. Your balance, and how to ask

Your current balance is shown in the app next to your account name. For a question about a charge, a top-up or your balance, use our contact form and include the purchase reference.

5. Points (Citra Creators)

When you hire a creator, their fee is paid in Points and the renders are paid from a video budget in credits. Points only pay creators: they can't be spent on your own videos or cashed out, and buying them is final, the same as credits. Points and credits held for a job come back to your balance if the job is cancelled or not delivered in time. If you decline a delivered job, or a dispute is decided, part may stay with the creator (the renders already made and a small cancellation payment); the exact split is shown before you confirm. When you accept a video, or it is accepted for you after the days shown on the job pass without a choice, the Points held for it go to the creator.