Refunds & support

Last updated: October 31, 2026

1. Contact us

If a generation fails, a payment looks wrong or a result does not meet your expectations, email support@airaindance.net. Include the email associated with your account, the order or task ID, and a short description of the issue. Do not send passwords or full payment-card details. We will review the issue and help you resolve it.

2. Request window

You may request a refund within 14 days of payment. Contact us within that period so we can identify the relevant purchase and unused allowances. This application window is separate from the 365-day period for using purchased allowances and the 14-day access period for a finished video. Nothing in this policy limits rights you have under applicable consumer law.

3. Fully unused packs

A pack that has not been used is eligible for a full refund when requested within the application window. Refunded allowances are removed from your balance and cannot then be used to generate videos.

4. Partially used packs

Unused paid allowances in a partially used pack are refundable at the average price per video in that purchase. We calculate the amount from the pack price you actually paid, divided by the number of videos purchased, multiplied by the unused paid allowances being refunded.

For example, if you bought three videos for $24.90 and used one, the two unused videos are refundable for $16.60. We do not reprice the video you used at the separate single-video rate. Refunds are rounded to the currency’s supported precision and cannot exceed the remaining refundable amount of the order. Any applicable tax adjustment is handled with the payment provider.

We check the unused allowances associated with your purchase when reviewing a refund. If a task is already running, we check its final status before calculating unused allowances. Complimentary allowances have no separate cash refund value.

5. Technical generation failures

A technical generation failure does not use a purchased allowance. The same allowance reserved for that task is returned to your account, valid until the later of its original expiry or seven days after it is returned. Only the returned allowance receives this extension; other allowances keep their existing expiry dates. Returning an allowance is different from refunding the original payment; you may still request an eligible refund under the rules above.

A task that is queued, processing or awaiting a status check is not automatically a failed task. Contact us with its task ID if you need help, rather than submitting the same request repeatedly.

6. Results that do not meet expectations

AI-generated likeness, expressions and movement can vary. If you are unhappy with a delivered video, contact us with its task ID and explain what went wrong. We will review the result and discuss how we can help. Issues with a delivered video are considered individually and are separate from the calculation for unused allowances. We do not guarantee an exact match to the example or original reference.

7. Refund processing

Refunds are processed through Waffo Pancake against the original payment. Where supported, funds are returned through the original payment method. Timing depends on the payment method and financial institution. Waffo currently states that card refunds typically arrive within 3–10 business days after processing begins; this is not an instant-refund promise. Contact us if you need help identifying the status of a refund. Deleting your account ends access to unused allowances. If you have unused paid allowances, contact us before deleting so we can review any refund you are eligible for under this policy.

An approved refund removes the refunded unused allowances. A video already delivered remains subject to its original access expiry; a refund does not extend that expiry. If refund processing fails, contact us so we can resolve the payment and balance status without duplicate refunds.

8. Billing errors and legal rights

Contact us about duplicate charges, unrecognized payments or other billing errors so we can investigate. This policy does not require you to waive legal remedies or mandatory consumer rights. For assistance, email support@airaindance.net.