Credits back when a run fails

When you start a run, its price is set aside from your balance. If a run fails, is refused by a check, or is stopped before it starts, the credits come back on their own. You don't need to ask.

When credits come back

• The run fails.
• Our content check, or the model maker's, refuses it.
• You stop it before it starts.
• It waits in the queue for 24 hours without starting.

Returned credits go back to the batch they came from. If that batch reached its end date while the run was going, those credits end with it, as they would have unused.

If the model decides how long the clip is, you pay for the seconds it made, never more than the price shown.

When a run is still charged

• A step that finished. Some runs have more than one step, such as planning the shot and then the clip. A step that finished is charged even if a later one fails; the failed step's credits come back. For example, if a formula finds your product doesn't suit it, such as Hold & Show with a product one hand can't lift, the 8 credits for planning are charged and the clip's credits come back.
• A run that has started. Once a model is making your video, Stop can't stop it. It finishes, lands in your Library and is charged. Stop cancels only what hasn't started.
• A result you don't like. A run that did what you asked isn't refunded because you don't like how it came out. Sometimes we return credits as a goodwill gesture; write to support@turbougc.com.

A failed run says so where you started it, and its credits are back in your balance as soon as it ends.