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Refund Policy

Last updated: May 31, 2026

This Refund Policy explains when credits and payments may be refunded on the MOTIONS.MY platform (the "Service"). It forms part of our Terms & Conditions.

1. Credit-Based Service

MOTIONS.MY runs on a prepaid credit system. Credits are consumed when you generate videos, regenerate scenes, or use paid add-ons such as HD export. Because generation consumes computing resources and third-party AI provider costs at the moment you run it, credits are generally non-refundable once consumed.

2. Automatic Refunds for Failed Generations

We protect you against paying for work that did not happen:

  • If a video generation fails before being accepted by the AI provider, the credits charged for it are automatically returned to your wallet.
  • If a paid add-on (e.g. HD export) fails to produce a result, the add-on charge is automatically refunded.

These refunds are issued as credits, not cash, and usually appear in your transaction history immediately.

3. Successful Generations

Once a generation is successfully submitted and processed, the credits are consumed and are not refundable, even if you are unsatisfied with the creative result. AI output is inherently variable; we encourage you to start with shorter durations and use the scene-by-scene editing and regeneration tools to refine your video.

4. Credit Purchases

  • Purchases of credit packs are final. Unused credits are non-refundable except where required by applicable law.
  • If you believe you were charged in error, or a payment was duplicated, contact us within 7 days and we will investigate.
  • Where a refund of a purchase is approved, it will be issued to the original payment method, less any credits already consumed.

5. Subscriptions

If you are on a subscription plan, you may cancel at any time; cancellation stops future renewals but does not refund the current period. Monthly credits included with a plan expire according to the plan terms.

6. How to Request a Refund

Email support@motions.my with your account email, the transaction reference, and a short description of the issue. We aim to respond within 5 business days.

7. Chargebacks

Please contact us before initiating a chargeback. Accounts with chargebacks filed without first contacting support may be suspended pending review.

8. Changes

We may update this Refund Policy from time to time. The version in effect at the time of your purchase or generation applies to that transaction.