Refund policy

Last updated November 5, 2026

This policy applies to one-time credit purchases from Bicep Heart. Purchased credits do not expire. Restoring a generation credit and refunding a Stripe payment are different actions. Nothing here limits mandatory consumer rights.

Technical failures and uncertain tasks

If a task fails and we cannot deliver the video, its reserved credit is returned once the failure is confirmed. This restores the credit balance; it is not a cash refund through Stripe. If the provider may have received a task but confirmation was interrupted, the reservation remains under review. We check the existing task before deciding whether to deliver the result or return the credit, and do not automatically submit a second paid generation. AI results vary; dissatisfaction with a successfully delivered creative result does not automatically restore its credit. If a file is technically defective or cannot be played, contact support with the task ID. Result access expires 24 hours after submission, so download the file promptly.

Payment refunds and unused packages

For duplicate charges, accidental purchases or unused packages, contact support@bicepheart.me with the order ID. We review requests against payment and usage records; approval is not automatic and this policy does not promise an unconditional refund window. A full payment refund removes the associated purchased credits. Partial refunds and payment disputes may require manual review and may affect the remaining balance. Approved payment refunds are processed through the original payment provider, whose processing time can vary. Any mandatory withdrawal, refund or other consumer rights under applicable law continue to apply.

How to ask

Email support@bicepheart.me from the account email when possible. Include the order ID or task ID, the purchase date and a description of the problem. For a broken result, describe the defect and contact us promptly, ideally while the file remains accessible. Do not send full card details, passwords or API keys. We review the request and may ask for information needed to locate the payment or establish the generation outcome.

Questions? Email support@bicepheart.me.