Caimera’s Video Credit Policy: FAQ & Guide

Credits are the fuel behind every generation on Caimera and we want to make sure every credit counts.

Like our image tools, video credits are consumed at the start of a generation.

This guide explains exactly when credits are refunded, when they aren't, and how to submit a refund request if something goes wrong on our end.

Before You Generate: One Step That Saves Credits

When are Credits Refunded?

We believe in providing a fair and reliable experience. If a technical issue on our end prevents you from receiving a usable result, we'll restore your credits. You may be eligible for a refund in the following scenarios:

✅ Refundable Scenarios

• System Failures: This applies when a video fails to generate entirely due to an internal server error or disruption on Caimera’s end.
• Platform Bugs: If an "Incorrect Template" error is triggered despite your product and template being a perfect match, it likely points to a system glitch. In cases where the platform misidentifies your input we will refund your credits to your account.
• Technical Corruption: If the video generation process is complete but the resulting file is blank, corrupted, or otherwise unviewable, this is due to a technical failure. We want to ensure you only pay for content you can actually use.

If you're experiencing any of these issues, head to the How to Request a Refund section below.

When are Credits NOT Refunded?

To maintain a streamlined experience for all users, credits are generally not refunded for user-side configuration errors or subjective creative preferences. Understanding these specific scenarios will help you manage your credits more effectively:

🚫 Non-Refundable Scenarios

• Template Mismatch: This occurs when the uploaded product doesn't align with the template's specific design. For example, uploading an image of a dress into a footwear template will cause a conflict in the AI's processing. To ensure a successful result, always verify that your product category matches the template requirements.
• Safety Filters: To maintain a secure environment, our tool includes an automated NSFW filter. If a generation is blocked, it means the output may have inadvertently triggered a safety filter. We recommend trying a different product image as a workaround to bypass this block.
• Creative Differences: In some cases, a video generation may be successful, meaning it rendered correctly and followed your instructions but the final aesthetic might not align with your specific vision. Because AI Video generation is an iterative process, you may need to adjust your prompt or try a different template to achieve your desired "look and feel.".

How to Request a Refund

If your generation qualifies under the refundable scenarios above, here's how to submit your request:

Step 1: Go to the Video tool from the home page. In the History section, open the video in question and locate its Generation ID.

Step 2: Contact Caimera support via the in-app chat bubble.

Step 3: Share the Generation ID along with a brief description of the issue. Our team will review your request and process eligible refunds within 1–2 business days.

Make the most of your video credits:

🎬 How to Edit Your Video Generations in Caimera: Trim, sequence, and manage your full timeline

🎞️ How to Add Existing Clips to Your Video Generations: Pull from your library to build multi-scene videos

🔍 How to Fine-Tune Frames and Prompts for Specific Clips: Dial in individual clip quality before adding overlays

🎬 Prompting on Move: How to Use Video Instructions and get stronger results with targeted motion prompts

Have a question or running into an issue? Reach us via the chat bubble or at contact@caimera.ai.

Updated on: 20/04/2026