Retries and Credit Refunds
Requesting a Credit Refund
4 min read
If a result has a clear technical defect, you can ask support to review it. Reviews are handled as support cases, not instant self-service refunds.
When a refund makes sense
A review is worthwhile when a result has clear defects—broken geometry, missing major parts, or obvious artifacts—even though the input photo followed the guidance. It is less likely to help when the photo was blurry, dark, or obstructed.
How to request a review
Open Support within 14 calendar days after successful generation and create a generation-quality ticket linked to the model or generation request. Describe what is wrong in concrete terms—where the geometry fails and which angle shows it. Neyvo3D retains the associated generation photos for the review; a timely review keeps them on an evidence hold until the final decision.
How reviews are evaluated
Reviewers compare your input photos against the result and the photo guidance. Because the generator estimates unseen areas, some imperfection is expected; refunds focus on cases where a reasonable photo produced an unreasonable result. You will receive the decision as a support response.
If approved
Approved refunds are granted as Refund Credits, shown as a separate balance with an expiration date on the Plan & Credits page. Refund Credits are used for generation like regular Credits, so nothing about your workflow changes.
Credit Refunds vs. cash refunds
A Credit adjustment returns generation capacity to your account. It is separate from any cash refund governed by the applicable payment and refund terms.
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