Skena runs on credits. Most refund cases during alpha are automatic — failed generations return credits to your balance immediately. Cash refunds become reachable once paid top-ups are live.
Automatic credit refunds
The following always trigger an automatic credit refund within minutes, with no action needed from you:
- Generation failure — a job or variant fails before producing a usable output. Full credit refund for the failed portion.
- Partial failure — some variants in a multi-variant fan-out fail. Proportional refund per failed variant.
- Provider timeout— the underlying model didn't return within our 10-minute hard cap. Full refund.
- Cancellation by user — if you cancel a job before it finishes, the un-rendered portion is refunded automatically.
- Internal error — anything that fails for reasons on our side (worker enqueue failures, storage upload errors, DB constraint issues).
You'll see “Refunded” on the affected tile in the studio history. Credits land back in your balance and are visible immediately in the dashboard.
Cash refunds for purchased credits
The cash-refund rules below apply to credits purchased through the top-up flow:
- Purchased credits are refundable in cash within 7 days of purchase, provided they remain unused. Once you start generating with purchased credits, the transaction becomes non-refundable in cash.
- Cash refunds are processed to the original payment method within 5 business days of an approved request.
- Cash refunds may be reduced by a processing fee of up to 6% of the refunded amount to cover payment provider fees that aren't recoverable on our side. The exact deduction is shown before you confirm the refund.
Email support@skena.io with your order ID (visible in your account history) to request a cash refund.
How credits work
- Credits are prepaid amounts that unlock generation features within Skena. They're consumed by image / video / avatar renders at the rates listed in the studio dock.
- Credits are non-transferable between accounts and non-reloadable(you can buy more, but you can't move existing credits to a different account).
- Outside the cash-refund window above, credits have no monetary valueand aren't redeemable for cash, except where Indonesian law requires otherwise.
- Account closure forfeits any unused credit balance. If you delete your account or we terminate it for terms violation, remaining credits are zeroed. Request a refund within the 7-day window first if you want the cash back.
- Skena may adjust credit pricing or per-render cost as the product evolves. Material changes to credit terms will be announced via email or in-product notice; pre-existing credit balances aren't devalued by such changes.
What is not refundable
- Successful generations.Once a video renders, the credits spent on it are non-refundable, even if you don't end up using the output.
- Subjective quality complaints. A render that completes but doesn't match your expectation isn't a provider failure — use Regen with tweaks, swap presets, or change the source photo.
- Free trial credits.The 15 credits granted on signup have no monetary value and aren't refundable in cash.
- Used purchased credits. Once any credit from a top-up is spent on a successful generation, the entire top-up transaction becomes non-refundable in cash.
Disputes
If you believe an automatic credit refund didn't process correctly, email support@skena.io with the job ID (visible in the URL of the job detail page) and we'll investigate within 1 business day.