Refund Policy

Last updated: April 27, 2026

A2E AI provides image-to-video generation, including output from Google’s Veo model. This policy explains when money or credits can come back. Buying credits means you have read it and agree to it.

Try the product first

Free trial credits are available and are not locked to a reduced feature set, so you can test Veo-based image-to-video generation before paying. Use that trial until you know whether the quality suits you, and only then buy a paid pack.

When a generation fails

If a task fails because of a problem on our side, the credits that task used are returned to the account automatically, usually within 24 hours. That covers server errors on our infrastructure, timeouts or outages on the model side, and failures inside our pipeline.

Automatic return does not cover:

• Images that break the content rules.
• Files that are invalid, damaged, or in an unsupported format.
• Prompts stopped by a safety filter.
• Tasks you cancel after generation has already started.

If a failed task should have returned credits and did not, email [email protected] with the task id. We will look at it by hand.

One-time credit purchases

Unused credits from a one-time purchase can be refunded if you ask within 30 calendar days of the transaction. Send the request to [email protected].

These are not refundable:

• Credits already spent on a generation, whether or not the video succeeded, was downloaded, or matched what you hoped for.
• Promotional, gifted, or referral credits.
• Credits bought in a sale or other discount.
• Extra credits that came with a bundle or campaign.

How to ask

• Sign in to the account.
• Email [email protected] from the address on that account.
• Include the account email, the transaction date, the order id, and the reason.
• For a failed task, also include the task id.

A message from a different email address may be held while we confirm it is really you.

Review and payment

We check whether credits from that purchase were used, whether videos were generated, downloaded, or shared in the relevant period, and when the purchase happened. An approved refund is sent within 7 business days to the original payment method.

If an approved refund has not arrived

• Look at the bank or card account again. Posting can take extra days.
• Ask the card issuer, because posting times differ.
• Ask the bank, which may have its own processing step.

If it is still missing after those checks, email [email protected]. Questions about this policy can go to the same address.