How this actually works
Short answers about credits, refunds, models and rendering. If something here is wrong, it is a bug in the product rather than in the page.
What happens if a generation fails?
The exact credits are returned to your balance automatically, and the refund appears in your transaction history. You do not have to ask.
If a generation succeeds and you simply dislike the result, it is not refunded — the work was done, and the compute behind it was spent. Another take costs new credits, which is why the price is always shown before the button.
Do credits expire?
Credits bought in packs, the one-time starter pack included, stay valid for 12 months from the day you buy them. Credits a monthly plan adds carry over from month to month while the plan is active, up to three times the monthly allowance, and cancelling does not take back credits already in your balance.
Which model will my video use?
You choose an outcome — Fast, Quality or Cinema — and the routing engine picks the strongest model that can serve your mode, length, size and sound setting and covers its own cost. Which model it chose is shown before you generate, along with how many others could have served the same request and why the rest could not.
“Strongest” is not our opinion. It is how people rated each model in blind side-by-side votes on the LMArena video leaderboards (text-to-video and image-to-video, published under CC BY 4.0), read again every day. The same model offered by more than one provider is one model here, and runs wherever it costs least.
You can pin a specific model instead. When you do, the quality tiers stop applying — they are instructions about which model to pick, and you have already picked.
Why is a setting sometimes unavailable?
Because no model can serve that combination. Thirty seconds is real at 720p and 4K is real at five seconds, but nothing produces thirty seconds at 4K — so the length list is computed against the size you have chosen, and the size list against the length.
When a choice stops being available it is shown struck through rather than removed, because a control that quietly disappears is harder to understand than one that says no.
Why did the price change for the same settings?
Prices track the market. Every model in the catalogue is checked against the source automatically, around the clock, so when the cost of generation moves our price moves with it rather than drifting away from it until somebody notices. That works in both directions — a model that gets cheaper gets cheaper for you.
The price for your exact settings is always shown before you commit.
What happens if I close the tab while a video is rendering?
Nothing. Rendering happens on our servers, not in your browser. Start a video, close the tab, come back later — it will be in your generations either way.
Can I use the videos commercially?
Yes. No watermark, on any plan, and commercial use is included. You keep the rights to what you generate.
Something else
Write to us, and the form will ask for the details that save a round trip. Plain email works too: support@musevate.com. A person reads it.