Question 1

Why subscribe?

Accepted Answer

A subscription grants video credits each month, or once for the year. Paid plans include watermark-free downloads, commercial use, and private content. Yearly costs less per credit than the same monthly tier, and the full year's credits arrive at once. Every tier can use the same video models; the difference is how many credits you get and how long they last.

Question 2

What are credits?

Accepted Answer

Credits are spent on video generation. The cost of one clip depends on the model, duration, and resolution. Subscription credits and pack credits follow different rules: monthly credits last for that month and unused credits are cleared; yearly credits arrive at once and last one year; credit packs are a one-time purchase, last one year, and do not renew.

Question 3

How do I get more credits?

Accepted Answer

Two ways. Subscribe or renew a monthly or yearly plan, and credits are granted for that period. Or buy a credit pack on its own whenever you need a top-up, without starting a subscription.

Question 4

Do subscriptions renew automatically?

Accepted Answer

Yes. Monthly and yearly subscriptions renew at the end of each billing period. You can cancel anytime from Settings → Billing and keep access until the current period ends.

Question 5

When do my credits expire?

Accepted Answer

Monthly plan credits are valid for one month. Yearly plan credits and one-time credit packs are valid for one year. You can see the exact expiration date for every credit grant on your Credits page.

Question 6

Do I need a subscription to buy a credit pack?

Accepted Answer

No. Credit packs are one-time purchases with no automatic renewal. You can use one on its own or add it to an account that already has a subscription.

Question 7

How many credits does a video cost?

Accepted Answer

The cost depends on the model, duration, and resolution. The exact credit cost is shown before you generate, so you can adjust the shot first.

Question 8

Will I be charged for a failed generation?

Accepted Answer

No. Credits are charged for completed results. If a generation fails before producing a result, the reserved credits are returned to your balance automatically.

Question 9

Where can I find payment records and invoices?

Accepted Answer

Open Settings → Payments to review completed orders. When the payment provider supplies an invoice link, it appears alongside the corresponding payment.

Question 10

Can I request a refund?

Accepted Answer

Refunds are reviewed one by one under the Refund Policy. Unused time is not refunded automatically. A full or partial refund may be approved for a duplicate charge, an incorrect amount, credits that never arrived, an ongoing outage that blocks the paid service, or where the law requires it. Credits already spent on a successful generation, credit packs that have been largely used, and unused time left in the current period after you cancel are generally not refunded. A failed generation returns credits, not cash. Email support@genreel.net with the account email, order number, charge date, and amount.

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