Credits & Refunds
Generation costs
A 720p photo uses 5 credits. A 5-second Gen-4.5 video uses 60 credits. A 5-second Gen-4 Turbo animation requires a starting image and uses 25 credits. Voice-over uses 1 additional credit for each 50 characters, rounded up, with a minimum of 1. The amount is shown before you confirm; voice-over creates a new copy and keeps the original.
Reservations and failures
Customer credits are reserved when a request starts. A definite rejected submission or a task confirmed failed or canceled returns its reserved credits once. If submission status is uncertain, the reservation stays pending investigation. Do not create another request just to retry: check the existing creation first.
Rendering and deletion
If combining voice and video fails after the voice task completes, refreshing retries the combination without another voice-generation charge. Deleting a completed creation does not refund credits already used. Unsatisfactory but successfully generated results do not automatically trigger a credit refund; contact support to discuss the issue.
Web credit purchases
When web checkout is available, 625 credits cost USD 13.99 and 2,250 credits cost USD 32.99. Packs are one-time purchases, not subscriptions. Stripe confirms payment before credits are added to the signed-in account. Credits have no scheduled expiry and cannot be transferred to another account. Native store purchases are not available yet. Owner testing uses the operator’s Runway service balance separately from personal credits.
Payment questions and refunds
For a duplicate charge, missing credits or a refund request, contact support@carivioai.com with your purchase reference. Do not send passwords, API keys or card details. Refund requests are reviewed individually; applicable consumer rights are not excluded. A monetary refund removes the corresponding credits, rounded up for a partial refund. A disputed payment may suspend the corresponding credits during review. If those credits were already used, the balance may become negative and further generation requires sufficient credits. Deleting your account forfeits access to remaining credits and does not automatically refund payments; contact support before deletion for purchase issues.