Credits and Refunds
This page explains what credits are, when we give them back, and what happens when a session goes wrong. It forms part of our terms of service.
1. How credits work
You buy credits in advance and spend them as you go. There is no subscription and nothing is billed to you automatically — if you stop buying credits, nothing further is charged.
Credits are spent in two ways:
- Live sessions are charged by the minute, at the rate shown before you start.
- AI tool runs are charged per run, at the price shown on the tool.
The rate that applies is the one displayed when the session begins. If we change our prices later, a session already running is unaffected.
Credits do not expire while your account is open and in good standing. They have no cash value and cannot be transferred between accounts or exchanged for currency.
2. When a session fails
You should not pay for time the service did not deliver. Two rules cover this, and both are applied automatically — you do not have to ask.
Time that produced no video is not billed
Live sessions are metered on wall-clock time, but any period in which the engine returned no video is deducted before you are charged. This covers the warm-up at the start of a session and any freeze in the middle of one.
There is a cap on how much of a single session can be written off this way. Without one, a modified client could claim every session was entirely stalled and stream for nothing. The cap is generous enough that a genuinely bad session is largely refunded.
A short session that never worked at all costs nothing
If a session ends quickly having never produced a single frame — the engine refused, the connection never established, the model never started — you are charged nothing for it, not a reduced amount.
3. Refunds on unused credits
We will refund unused credits, to the payment method you used, in these circumstances:
- You were charged in error — a duplicate payment, or credits deducted for something you did not do. Tell us and we will correct it.
- You paid and the credits never arrived. Send us the reference and the receipt.
- We close your account for a reason that is not your fault, or we stop offering the service.
- Within 14 days of purchase, if you have not used any of the credits in that purchase. A clean, unused purchase can be returned.
We do not refund credits you have already spent, because the service was delivered. We do not refund because the visual result was not what you hoped for — the 50 free credits on sign-up exist so you can find that out before paying.
If we close your account for breaking the conduct rules, unused credits are forfeited.
4. How to ask
Open a ticket from your dashboard, or write to info@guisera.online. Include:
- the email address on your account;
- the order reference, if it is about a purchase;
- roughly when it happened, if it is about a session;
- what went wrong.
We aim to respond within two business days. Approved refunds are returned by the method you paid with. Where that method cannot receive a return, we will agree an alternative with you.
Paid by cryptocurrency? A blockchain transaction cannot be reversed by us. We refund by sending funds to an address you give us, at the value of the original payment in the currency it was priced in. Network fees are deducted, and the exchange rate may have moved — we cannot control either.
5. Chargebacks
Please talk to us before disputing a payment with your provider. A chargeback suspends the account automatically while it is investigated, which is slower for you than an email would have been, and it is very often a misunderstanding we could have fixed the same day.
6. Your statutory rights
Nothing on this page removes rights you have under consumer protection law where you live. Where the law gives you a stronger right than this policy does, the law applies.
