Refund Policy
Last updated: October 1, 2026
Every generation on Popino runs on real GPUs and costs us real money. That's why there is no free plan, and why we refund you automatically when a generation fails.
1. Credits
- Credits are used to generate content: a character image (new or edited) costs 2 credits, a video costs 20 credits per started 10 seconds of video. Regenerating costs the same as generating.
- Plans add credits every month: Starter (19€/month, 120 credits), Creator (49€/month, 350 credits). Packs add credits once: Try it (6€, 50 credits), Top-up (15€, 100 credits).
- Credits have no cash value, cannot be transferred and are not refundable once used, except as described below.
2. Automatic refunds for failed generations
If a generation fails, times out or is blocked by our systems for a technical reason, the credits are refunded automatically to your balance. You don't need to do anything.
3. “This result is broken”
If a video finishes but the result is clearly broken (the character is unrecognizable, the body is distorted, the video is unusable), use the “This result is broken” button on the video: the credits are refunded instantly. This is limited to 2 refunds per rolling 7 days. Beyond that, contact us and we'll look at it.
Results that work but that you simply don't like (style, expression, small artifacts) are not considered broken.
4. Subscriptions
- You can cancel your subscription at any time from your account. It stays active until the end of the current billing period, then stops renewing.
- We don't refund partial months. Credits already added to your balance stay usable after you cancel, as long as your account is open.
5. Right of withdrawal (EU/UK customers)
Our service is digital content supplied immediately. When you buy credits or a subscription, you ask us to start right away and acknowledge that you lose your 14-day right of withdrawal once you use credits. If you haven't used any credit from a purchase, you can ask for a full refund of that purchase within 14 days.
6. Other cases
Charged twice, a payment problem, or a situation not covered here? Email help@popino.io with your account email. We answer within 2 business days. Accounts closed for breaking the Acceptable Use Policy are not refunded.