picturetovideo

Policy · Billing

Refund policy

The PictureToVideo refund policy: failed renders return their credits automatically; payments are refunded for billing errors, long outages or by law.

Last updated ·

Render failed?
Credits back automatically
No request needed. Requests blocked by our safety checks are never charged.
Charged twice or the wrong amount?
Refunded in full
Email us within 30 days of the charge.
Subscription
Cancel any time
Settings → Billing. Your plan stays active until the period ends; renewals you forgot to cancel are not refunded.
Processing time
Reply within 2 business days
Approved refunds are issued by Waffo, usually within 3–10 business days.

This policy covers purchases made on PictureToVideo: Basic, Pro and Max plans (monthly or yearly) and one-time credit packs, including the $2.99 starter pack. It is part of our Terms of Service (Section 7). Our orders are processed by our online reseller Waffo Pancake, the Merchant of Record, which issues approved refunds to your original payment method.

PictureToVideo is an independent service, so we can’t refund purchases made on kling.ai, in the official Kling AI app or with Google, Alibaba, MiniMax or xAI; please contact them for those. In the same way, PictureToVideo credits can’t be used on their platforms.

When a payment is refunded

Credits are delivered to your account as soon as your payment is confirmed, and every AI render has a real computing cost, so payments are non-refundable except in these cases:

  • Billing errors. A duplicate charge, or a charge for the wrong amount, is refunded in full.
  • Service outages. If a problem on our side keeps you from using paid features for 72 hours or more, we refund or credit the affected period.
  • Legal rights. Any refund or withdrawal right that the law where you live gives you and that can’t be excluded is preserved.

What isn’t refunded

  • A renewal you forgot to cancel. Subscriptions renew automatically until you cancel, and Waffo emails you a reminder before each renewal (3 days before a monthly renewal, 7 days before a yearly one). A renewal charge you didn’t cancel in time is not refunded, whether or not you use its credits.
  • The current billing period after you cancel. Cancelling stops future charges; it doesn’t refund the period you’ve already paid for.
  • Unused or expired credits, from a plan or a credit pack.
  • Results you don’t like. AI video is probabilistic. A render that completes but doesn’t match what you pictured isn’t a failure, so its credits aren’t returned. Drafting on a cheaper model first keeps this cost low; our guide on how to use Kling AI shows how.
  • Breaking our rules. Credits spent on content that breaks our Content Policy, and accounts closed for serious violations or fraud, as described in our Terms of Service.
  • Purchases made elsewhere, such as on kling.ai, in the official Kling AI app or with any other model developer.

Failed and blocked generations

These never need a refund request:

  • Failed renders. If a generation fails on our side or at the model provider, its credits return to your balance automatically, usually within minutes.
  • Blocked requests. If our safety checks block a prompt or a photo before generation, nothing is charged. If a video model’s own safety filter refuses a request, or a finished video fails our final safety check and isn’t delivered, it counts as a failed render and the credits come back automatically.
  • A model is temporarily unavailable. The generator stops before charging you and tells you; we never render on a different model and charge you for the one you picked.
  • Expiry. Returned credits keep their original expiry date. If that date has already passed, we issue them as new credits valid for 30 days.

Cancelling a subscription

Cancel at any time from Settings → Billing, from the Waffo customer portal linked in your receipts, or by emailing support@picturetovideo.org from your account email. Your plan stays active until the end of the period you’ve paid for, and the credits it gave you stay usable until they expire. Credit packs are one-time purchases and never renew.

How to request a refund

Email support@picturetovideo.org from your account email within 30 days of the charge, with the subject [Refund] and your receipt or order number, or open a ticket in Settings → Support Tickets. We reply within 2 business days. Approved refunds are issued by Waffo to your original payment method, usually within 3–10 business days.

When a purchase is refunded, in full or in part, its remaining unused credits are removed from your balance; credits already spent are not affected.

Before you dispute a charge

Please contact us before opening a dispute with your bank. We reply within 2 business days and fix confirmed billing errors within 5 business days. Your card statement shows WAFFO or WAFFO PANCAKE: our charges are for PictureToVideo credits and plans, not for a Kling AI or Google subscription.