Legal
If you do not get a video, you are not charged for it. That is not a goodwill gesture we apply by hand — it is how the billing code works. A failed job charges exactly zero and every held credit goes back to your balance automatically.
You are charged for the length of video you actually receive, not the length we guessed at when you pressed the button.
The rest of this page explains exactly how that works, and is honest about the three or four places where the answer is “email us and a human will sort it out” rather than something automatic.
Submitting a video places a hold of 720 credits against your balance. That number is deliberately the cost of the longest video the system can produce, so the hold is always at least the final bill and never less. Held credits are not spent — they are set aside.
When the file is finished, we measure its real duration and charge 432 credits per minute of finished runtime, rounded up to the nearest 5 seconds. The difference between the hold and that charge goes straight back to your balance.
If a video comes out longer than the hold covered, we absorb it. You are never billed more than the hold you saw when you submitted.
If the job fails at any stage, nothing was delivered, so the charge computes to zero and the entire hold returns to your balance. No email needed, no form to fill in.
The minimum charge, stated plainly. Any delivered video costs at least 576 credits ($5.76 at the pay-as-you-go rate). Below about 80 seconds you pay that minimum rather than the per-minute rate, so a very short video does not cost proportionally less. A video that is never delivered is still charged nothing — the minimum only ever applies to a video you actually received.
If a job failed and your balance does not look right afterwards, that is a bug and we want to know about it. Email pixellabsweb3@gmail.com with the date and we will fix the balance.
Being straight with you: there is no cancel button yet. Once a job is submitted it runs to completion or failure, and the credits stay on hold until it settles.
If you submitted something by mistake, email pixellabsweb3@gmail.com as soon as you can. If we catch it before it renders, we will stop it and release the hold. If it has already been produced, tell us anyway — see the next section.
A video that was produced and delivered has been charged, and taste is not something we can settle automatically. But we are not interested in keeping money for work you cannot use.
Email pixellabsweb3@gmail.com within 14 days, tell us what went wrong, and we will do one of these:
What this does not cover: a video that came out fine but did not perform on a platform, or a topic that was always going to be a hard brief. Read the terms of service on AI-generated content — output accuracy is something you need to check before you publish.
Credits do not expire, so there is no rush — but if you have bought credits and decided Eden is not for you, we will refund the ones you have not spent.
Unused credits are refundable within 30 days of purchase. Email us, we refund the unspent portion of that purchase to your original payment method, and the corresponding credits come off your balance.
After 30 days, credits are non-refundable — but they stay in your account indefinitely and never expire, so nothing is lost. Credits spent on a delivered video are not refundable under this section; those go through the section above.
Credits we granted rather than sold have no cash value and cannot be refunded — there is no purchase behind them to refund. We do not currently grant credits to anyone; this covers balances granted in the past.
You can cancel a monthly plan at any time from your account. Cancellation takes effect at the end of the period you have already paid for — you keep access and your included credits until then.
Email pixellabsweb3@gmail.com from the address on your account. Include the date, and the video in question if there is one. You do not need to fill in a form or justify yourself at length.
Please email us first. A chargeback costs us a fee and freezes the account while it is disputed, and nearly every one of these is a billing question we would have simply fixed. If we have got something wrong, tell us and we will make it right — that is a cheaper outcome for both of us.
Pixel Labs Solutions LLC
5472 Southern Dr, Villa Rica, GA 30180, USA
pixellabsweb3@gmail.com
This policy sits alongside the terms of service and the privacy policy. Nothing here removes any refund right the law gives you where you live.