Refund Policy
Last updated 27 September 2026.
Desktop app ($129)
If the desktop app doesn’t work for you, email us within 14 days of purchase for a full refund. There’s a free trial on short clips so you can confirm it runs on your machine before buying, but we’ll still honour the 14-day window if something goes wrong.
Cloud jobs (pay per job)
- Failed jobs are refunded automatically. If a restore fails to complete, you are refunded, so you only pay for a result you can download. A restore paid from your Phoenix balance is refunded to the balance.
- If a completed job clearly went wrong (for example, a corrupted output), email us and we’ll make it right or refund it.
- Because each job consumes GPU time the moment it runs, a successful, correctly delivered restore is generally not refundable — but talk to us if you’re unhappy.
Phoenix balance (Motion clips and restores)
- Failed or refused clips cost nothing. The price goes straight back on your balance, and on the agent key that spent it, if one did.
- Unused balance can be refunded. Email us with your receipt and we’ll refund what you haven’t spent to your original payment method.
- Balance added in USDC is refunded in USDC, to the address that paid it. Balance added by card goes back to the card. We don’t convert one into the other.
- A clip that was made used real GPU time, so we don’t refund clips because they weren’t the take you wanted. If one is clearly broken (a corrupted file, say), tell us and we’ll put it right.
How to request a refund
Email support@phoenixlabs.space with your purchase receipt or the email you used. Purchases are processed by Lemon Squeezy (our Merchant of Record), and refunds are issued through it to your original payment method.