How Refunds Work When a Generation Fails
The core rule
If a generation fails, is cancelled, or never completes, you are not charged for it. The money held against your wallet for that request is released back to your available balance in full. This holds across every paid feature — chat, image generation, video generation, and Movie shots.
Why this is possible at all
This follows directly from how SoulrisAI charges in the first place: money is only ever set aside as a hold, then turned into a real charge once a request actually finishes. See holds vs. settlement explained. A failed request simply never reaches the settlement step — so instead of a charge, the hold is released with nothing taken.
What counts as a failure for refund purposes
- The AI provider errors out or can't complete the request
- A video or image generation is rejected before it ever starts (for example, it would exceed your budget cap on a Movie)
- A generation is cancelled by you before it finishes
- A generation stalls and is force-stopped after taking far longer than it reasonably should — see what to do if a video generation stalls or fails
What does NOT trigger a refund
- A generation that completes successfully but isn't the result you wanted. The AI did real work and produced a real result — see regenerating or tweaking an image for your options there instead of expecting a refund.
- Removing a completed shot from a Movie afterward. If it finished, it was already charged; removing it from your timeline doesn't undo that. See reviewing and managing shots in a Movie.
How fast does the refund happen?
For a clean failure, the release happens essentially immediately — there's no separate refund request or waiting period, because nothing was ever fully charged in the first place. For a request that stalls rather than failing outright, there's a built-in safety process that eventually force-resolves it and refunds you even if nothing explicitly reports back that it failed — this is deliberately conservative, since it has to wait long enough to be sure a request is genuinely stuck rather than just slow, before releasing the hold.
Where to check it happened
Every release shows up in your wallet's transaction history as its own entry — see reading your wallet transaction history. If you don't see a release there for a request you're confident failed, that's worth reporting — see reporting a problem or getting support.
The bottom line
SoulrisAI's pricing model is built so you only ever pay for what you actually received. A failed generation costs you nothing — not even a temporary inconvenience to your spendable balance beyond the time it takes the system to confirm the failure and release the hold.