Refund policy
Last updated October 29, 2026
This policy distinguishes generation credits from money charged to your payment method. For help, contact support@shakingheadai.org with your account email, order reference and job ID.
Failed generations
When a job is marked failed or canceled, the credits spent on it are returned automatically. A queued or running job has not yet failed. Provider and network interruptions can delay a final status; revisit your account or contact support if a job appears stuck. A credit return does not automatically refund a card payment.
Unused credits
Contact support within seven days of purchasing a pack to request a review of unused credits, duplicate charges or an incorrect charge. Do not spend credits associated with a refund request while it is being reviewed. Completed videos consume credits even if you choose not to publish them; if a completed result has a material problem, provide the job ID for review. Applicable statutory consumer rights remain in effect.
How to ask
Email support@shakingheadai.org from your account email. Include the order reference, relevant job ID and a short explanation; never include full card details. We review requests and explain the outcome. Approved payment refunds go back to the original payment method and can take additional processing time.
Questions? Email support@shakingheadai.org.