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.
Free trial
Verified email accounts receive two trial photos and one story planning attempt, once per account and email, subject to daily capacity. No purchase or card is required. Trial allowances are separate from purchased credits and cannot fund videos or voice-over. Failed photo generations restore the trial photo; uncertain requests remain reserved until resolved. A confirmed story-generation error restores the free story attempt. An interrupted or uncertain submission stays reserved for review; daily service attempt limits still apply. After the trial, standard credit prices apply.
Web credit purchases
When web checkout is available, 625 credits cost USD 19.99 and 1,500 credits cost USD 44.99. Packs are one-time purchases, not subscriptions. Earlier purchases keep the number of credits stated at checkout. Stripe confirms payment before credits are added to the signed-in account. Credits have no scheduled expiry and cannot be transferred to another account. Apple prices are displayed in your local store currency at checkout. TestFlight purchases are sandbox tests and never grant spendable credits. Owner testing uses the operator’s Runway service balance separately from personal credits.
Monthly Apple plans
Starter provides 400 credits per paid monthly billing period; Creator provides 1,000. The local price and monthly duration are shown before purchase. Payment is charged to your Apple Account on confirmation. Plans automatically renew unless canceled at least 24 hours before the current period ends; renewal is charged within 24 hours before the period ends. Manage or cancel in Apple subscription settings. Credits are added after verification of each successful payment. Unused paid credits have no scheduled expiry while your Carivio account remains open. Canceling renewal does not remove paid credits. Refunded payments reverse the associated credits. Only one Carivio plan may be active in the subscription group. Plan changes take effect according to Apple’s confirmation. Restore subscriptions while signed into the original Carivio account; restoration does not grant the same payment twice. Deleting your Carivio account does not cancel an Apple subscription: cancel in Apple settings first.
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.