Refund Policy

This is the most important part of our policy. When you submit a job, we hold the estimated credit cost from your balance before processing begins. If your job fails for any reason on our side — including AI service errors, rendering failures, or infrastructure issues — the full held amount is automatically and immediately returned to your credit balance. No request needed. You will never be charged for a job that did not complete.

Credits purchased through Dodo Payments are generally non-refundable once added to your account, as we incur immediate infrastructure and AI processing costs. However, we will issue a full refund for credit top-ups in the following cases:

• You were charged in error or experienced a duplicate payment.
• You have not yet used any of the credits from the purchase and request a refund within 7 days.
• A technical fault on our platform prevented you from using the service entirely for an extended period.

To request a refund, email support@feni.work with your Dodo Payments payment reference number. We aim to respond within 2 business days.

If you have used some credits from a purchase and request a refund on the remainder, we will review this on a case-by-case basis. We are reasonable — if you bought $50 in credits, used $4, and had a bad experience, we will work with you.

When you run a Visualizer job, we estimate the output video length based on your word count and hold a 20% buffer on top of the estimate. When the job completes, we charge only for the actual rendered video length. Any excess credits held are automatically refunded to your balance immediately — no action required on your part.

If Feni is entirely unavailable for an extended period that prevents you from using credits you've purchased, contact us at support@feni.work. We will assess the situation and issue account credits or a partial refund at our discretion.

For all refund requests, email support@feni.work with:

• Your account email address.
• Your Dodo Payments payment reference number (found in your payment confirmation email).
• A brief description of the issue.