A real person answers.

A render usually comes back in about three minutes. That figure is what we observe, it depends on our rendering provider, and it is not a contractual deadline. You can close the tab: the render carries on, the video appears under My videos, and we email you when it is ready. If it never appears, write to us with the video id.

No. The balance moves when you press Render, not when you approve the result — but if a render fails on our side, or if the photograph is refused by the provider’s moderation, the credits it used go straight back on your account, automatically. The rule, in the terms.

The first render on an account is covered by our product-fidelity guarantee. If the product, the logo, the label or a defining detail is materially altered, report it within seven days of delivery: after verification we put the credits that render used back on your account, so you can render it again. It applies once, it is a credit and not a cash refund, and it does not cover a change of taste.

30 credits at Standard, 60 at High Quality, 100 at Excellent. The balance moves at launch, never when you approve the result. The three levels.

That is exactly what the first video at one dollar is for. The studio tells you how many credits the video needs and offers the shortest way to get them: the missing credits at $0.29 each with a $1 minimum, a pack, or a monthly plan.

Credits from a pack or a top-up stay valid 12 months. Credits from a monthly plan are kept up to 2 months after the month they were issued. The billing questions.

One photograph of one product, in JPEG or PNG: those are the two types our server opens. If your phone shoots HEIC, or your shop exports WebP, the studio converts the file in your browser before it is sent; when the browser cannot read the format either, export the photo as JPEG and try again. The shortest side needs at least 512 px, and the upload box shows the size ceiling of the day. Every image is re-encoded on our server, and its metadata — GPS coordinates included — is destroyed on arrival.

A 15-second video with sound, framed at the ratio you picked among the six offered — 9:16, 16:9, 1:1, 4:3, 3:4 and 21:9 — so nothing has to be cropped afterwards. 720p at Standard and High Quality, 1080p at Excellent. It is playable and downloadable from My videos.

Three filters can stop a job. Only JPEG and PNG get through the door, and the declared type is checked against the file itself. Our rendering provider screens the image, the instructions that go with it, and the video that comes back. And the acceptable use policy rules out identifiable people, any image of a minor, weapons, drugs, adult content and gambling, while a few categories need our written approval first. When the refusal comes from us or from the provider, the credits go back on your account. What may not be made here.

Not by default. Numeri builds the prompt from a fixed template for the product type you pick — which is also why the service is poor at producing anything that is not a product on a set. An advanced mode that lets an experienced customer write the two prompts is opened case by case, on request. Our own system instruction stays underneath it, and the provider’s moderation applies exactly as it does everywhere else.

Your invoice is issued the moment your payment arrives, emailed to you, and available at any time from your account. Prices are in US dollars and exclude VAT. In the EU, VAT is added at checkout — 20 % in France — unless you give a VAT number that the European VIES database confirms; outside the EU nothing is added. The exact total is shown before you pay. How VAT works.

From your account. There is no commitment, and a cancellation takes effect at the end of the period you have already paid for: you keep your credits and your videos until then. Unused credits are not refunded pro rata. The subscription clause.

Signing in is your email address and a six-digit code, and the same step creates the account if you do not have one yet. The code expires in 10 minutes: ask for a new one rather than reusing an old one, and look in the spam folder. If nothing arrives at all, write to us from the address you are trying to use, and say so.

You keep every right in the photograph; we acquire nothing over it, and we do not use your photographs or your videos to train anything, nor in our own marketing, without your written agreement. Rendering happens at WaveSpeed AI, outside the European Union: we do not upload your file to them, we hand over a signed URL, valid for one hour, that grants access to that single file. We never see a card number — Mollie hosts the payment page. From your settings you can export everything you hold, or close the account: the photograph, the intermediate image and the video are deleted from disk, the account is anonymised after 30 days, and invoices are kept 10 years because the law requires it. The privacy policy, in full.