Refund policy

Last updated November 3, 2026

This policy explains how credits and refunds work at 58th Floor AI.

Failed generations

If the AI generation fails, or an automated face-swap quality check finds that the result did not take your photos, the job ends as failed and our job system automatically returns the credits spent on that job to your account balance. You do not need to contact us. A job you cancel before it has been sent for generation is also returned in full. Once a video has been generated and delivered, it uses its credits even if it is not exactly what you imagined; if a delivered video is clearly broken, email us and we will review it.

Your credits never expire

Credits you buy never expire and stay in your account until you use them. Because credits are delivered instantly, credit purchases are generally non-refundable, except where required by law or where you were charged in error, such as a duplicate charge. If a payment is refunded or reversed, the matching credits are removed from your balance.

How to contact us

Email support@58thfloorai.com from the address on your account and include your order ID or job ID and a short description of the problem. We aim to reply within 3 business days. Approved payment refunds go back to your original payment method through PayPal.

Questions? Email support@58thfloorai.com.