Frequently asked questions
Short, honest answers. Can't find yours? Check the Terms and Privacy pages.
- Is the free preview really free?
- Yes. You get one free preview per 24 hours: a short 5–8 second video (the length depends on the template) with a watermark. You don't need to sign up to try it. A failed preview doesn't count as your free one, but you can start at most 3 previews per 24 hours. Free previews are paid for from a daily free budget, so on a busy day they can pause until it resets at 00:00 UTC; credits you bought are never affected.
- What does keeping a preview or an HD video cost?
- Credits are used only when you choose. Keeping a preview (the exact video you saw, without the watermark, at preview quality) costs half of what a new HD take costs. The exact numbers are shown on each template, on the pricing page and before you confirm.
- What happens if a video fails or takes too long?
- Failed and timed-out videos are refunded automatically. If we can't finish your video, we stop it and return the credits to your balance, and the page tells you what happened. You don't need to contact us.
- How long does it take?
- A free preview usually takes about 1–3 minutes and an HD video a few minutes. The page shows how long it has been and what stage it's in, and you can leave and come back from My videos.
- Are my videos private?
- Yes. Your photos and videos are private by default. Only you can see them unless you choose to make a video public, and you can delete a video or your whole account at any time.
- Can I get a refund for credits I bought?
- Credits you bought and haven't used can be refunded within 7 days of purchase. Credits already used for videos can't be refunded, except for the automatic refund when a video fails.
- How do I cancel my subscription?
- You can cancel any time from your Account page. We also email you 7 days before each renewal.
- What photos can I use?
- Pet photos only: one clear, well-lit photo of your cat, dog or another pet, with the whole pet in view and no people in the shot. We check every photo before making a video. If it has no pet, shows a person, or has content we don't support, the video is stopped and your credits or free preview are returned, and you can try again with a different photo.