When a job fails
Payment status and generation status are separate. A failed video is not, by itself, confirmation that a cash refund has been issued.
If credits were reserved and that reservation is confirmed unused because generation failed, the reservation is released. A paid generation that fails needs a refund review. Any cash refund requires the provider that took the payment to confirm it.
A result you dislike
Likeness, timing, and how closely the band matches your photo can differ from what you hoped. That difference is not a failed service and is not an automatic refund.
Review the MP4 before you share it. Generated audio is not the original song, and a reference clip elsewhere is not the file you bought.
Unused credits
Suspending or closing an account does not automatically erase unused purchased credits. Credits already consumed are not refunded solely because an account is closed.
Unused purchased credits are considered under this policy and applicable law. A pack is not a subscription, and there is no separate complimentary balance.
How to ask
Check the order first so you know whether payment and generation succeeded. If the policy applies, use the contact page to prepare a draft and send it from your email app. Include the order reference.
The contact page does not submit a ticket. No verified reporting address is published, so the draft is not a confirmed delivery to an inbox. We do not promise a response time beyond what a verified reporting policy would state, and that inbox is not verified.