Refund Policy

If a render fails — ours, the model's, or a timeout — the shots are returned to your balance without you doing anything. You're only charged for clips that actually generate. You don't need to email us, and you don't need to ask.

If you see a failed render on your renders page and the shots haven't come back within an hour, that's a bug. Tell us and we'll fix it and return them by hand.

Bought a pack and changed your mind? If you have not used any shots from it, email anthony@theastraway.com from the address you purchased with, within 14 days of buying, and we'll refund it in full to the original card. No reason needed.

Partly used a pack? Email us anyway. We'll usually refund the unused portion at the pack's per-shot rate. That's a judgement call rather than a right, but the default answer is yes.

• A clip you don't like. Generative video is unpredictable — the same photo and path will produce a different result each time. If a render completed, it consumed real compute, and we can't give that back. Try a different photo, path, or altitude before spending more; the “what kind of photo works best” note on the home page is there for a reason.
• A video you didn't download in time. Finished videos are deleted after 24 hours and we can't recover them. Save your copy when the email arrives.
• Shots on an account closed for abuse of the acceptable-use rules.

Email anthony@theastraway.com from the address you bought with, and say what happened. You don't need an order number — we can find the purchase from your email. Expect a reply within two business days, and refunds typically land back on your card 5–10 business days after we issue them.

Please email before disputing a charge. A chargeback takes weeks and costs us a fee; an email usually takes an hour and gets you the same money.