Pourquoi la plupart des outils vidéo IA ne remboursent pas une génération ratée — et comment HeyBop fait
Générations ratées, bloquées par la modération ou à côté du brief : c'est la plainte de facturation numéro un dans la vidéo IA. Voici pourquoi le secteur ne rembourse pas par défaut, quels sont tes droits, et la politique qu'on a choisie à la place.
Mis à jour le 29 septembre 2026
Cet article est disponible en anglais.
Why "no refunds" became the default
- Vendors bill per attempt. Video model APIs charge when a task completes, and often when it fails for content reasons. An app that refunds you still pays.
- App-store billing is opaque. When you buy coins in an iOS or Android app, the refund decision belongs to Apple or Google, not the developer — which is exactly what Sondo reviewers describe when they are told they are "not eligible" (Trustpilot).
- Coins hide the unit. If a video costs "1,500 coins", nobody can say what one retry should cost, so the answer becomes: another 1,500.
What a fair policy looks like
| Situation | What happens to your credits |
|---|---|
| Generation fails (vendor error, timeout) | Refunded automatically, visible as a refund line in your ledger |
| Generation blocked by content moderation | Refunded automatically; you can rewrite the prompt and try again |
| Result is technically fine but you don't like it | Regenerate that one scene for one clip's price (60 credits on Standard); everything else stays locked |
| You cancel a subscription | One click in Billing; unused pack credits never expire, plan credits stay until the period ends |
| You paid by card and something went wrong | Payments run through Stripe; contact support and we refund the charge, not just credits |
Every job in HeyBop is recorded with its cost, status and any refund, and the usage dashboard shows them per day and per project. You should never have to email anyone to get credits back for a failure.
Your rights when a tool won't refund
If you bought through the App Store or Google Play, request the refund from Apple or Google directly; the developer cannot approve it. If you paid a web merchant by card and received nothing usable, your card issuer's dispute process applies. In the EU and UK, digital-content consumer rules give you remedies for services not supplied as described. Keep screenshots of the failed output and the credit deduction.
Why we can afford to refund
A failed generation should not cost the artist credits. HeyBop automatically returns the credits deducted for failed jobs, so you can retry or choose a different direction without contacting support.
Questions fréquentes
Does HeyBop refund failed generations?+
Yes, automatically. Failed or moderated jobs credit your balance back and appear as refund lines in your ledger.
Does Sondo refund failed videos?+
Sondo refunds the credits for failed generations, but not for tasks you cancel yourself (checked 29 Sep 2026). Money refunds for app-store purchases are decided by Apple or Google, not the developer, and reviewers report such requests being declined or unanswered.
Can I get money back instead of credits?+
For failed generations you get credits. For billing errors on card payments, contact support and we refund the charge through Stripe.
Do HeyBop credits expire?+
Pack credits never expire; plan credits roll over while you stay subscribed.