Why most AI video tools won't refund a failed generation — and how boppi handles it
Failed, moderated and off-brief generations are the number-one billing complaint in AI video. Here is why the industry defaults to no refunds, what your rights are, and the policy we chose instead.
Updated September 25, 2026
Why "no refunds" became the default
- Vendors bill per attempt. Video model APIs charge when a task completes, and often when it fails for content reasons. An app that refunds you still pays.
- App-store billing is opaque. When you buy coins in an iOS or Android app, the refund decision belongs to Apple or Google, not the developer — which is exactly what Sondo reviewers describe when they are told they are "not eligible" (Trustpilot).
- Coins hide the unit. If a video costs "1,500 coins", nobody can say what one retry should cost, so the answer becomes: another 1,500.
What a fair policy looks like
| Situation | What happens to your credits |
|---|---|
| Generation fails (vendor error, timeout) | Refunded automatically, visible as a refund line in your ledger |
| Generation blocked by content moderation | Refunded automatically; you can rewrite the prompt and try again |
| Result is technically fine but you don't like it | Regenerate that one scene for one clip's price (60 credits on Standard); everything else stays locked |
| You cancel a subscription | One click in Billing; unused pack credits never expire, plan credits stay until the period ends |
| You paid by card and something went wrong | Payments run through Stripe; contact support and we refund the charge, not just credits |
Every job in boppi is recorded with its cost, status and any refund, and the usage dashboard shows them per day and per project. You should never have to email anyone to get credits back for a failure.
Your rights when a tool won't refund
If you bought through the App Store or Google Play, request the refund from Apple or Google directly; the developer cannot approve it. If you paid a web merchant by card and received nothing usable, your card issuer's dispute process applies. In the EU and UK, digital-content consumer rules give you remedies for services not supplied as described. Keep screenshots of the failed output and the credit deduction.
Why we can afford to refund
Two reasons. First, boppi prices per clip at a healthy margin over the vendor cost and routes each scene to the engine that fits it, so a refunded failure is a small, predictable expense rather than a loophole. Second, refunds reduce support load: a user who gets their credits back automatically does not open a dispute, leave a one-star review or churn. The cheapest customer-service ticket is the one that never gets written.
FAQ
Does boppi refund failed generations?+
Yes, automatically. Failed or moderated jobs credit your balance back and appear as refund lines in your ledger.
Does Sondo refund failed videos?+
Reviewers report refund requests being declined by Apple or unanswered by support. Check the current terms inside the app; app-store purchases are refunded by Apple or Google, not by the developer.
Can I get money back instead of credits?+
For failed generations you get credits. For billing errors on card payments, contact support and we refund the charge through Stripe.
Do boppi credits expire?+
Pack credits never expire; plan credits roll over while you stay subscribed.