Hi @Mountain
Thanks for the detail in your post, and sorry for the runaround on the main site —
that’s a frustrating place to be stuck. I’ve pulled your account logs. There are
two separate things going on here, and I want to be straight with you about both.
The credits: the charges are correct, but the surprise is on us
Your balance wasn’t wiped by a glitch. Those three clips genuinely cost what they cost — video in Veras is billed per second of output, and the newer video engines are far more expensive per second than image renders.
Here’s the actual rate card for 8-second clips:
| Engine |
720p |
1080p |
4K |
| Standard |
320 |
360 |
520 |
| Fast |
80 |
120 |
280 |
| Lite |
40 |
80 |
— |
(credits for a single 8-second clip)
If your three clips ran on Standard Gemini at 8 seconds, and 4k they would be 520 credits each — 1560 in total (out of a 2000 credit subscription). That would match the drop in your balance . I’ve checked each charge individually and all three produced a delivered video, so nothing was double-charged and nothing was charged for a render that failed.
So the billing is working correctly — but I don’t think that makes your complaint wrong. You spent your whole month’s allocation in three clicks with no itemization in front of you and no warning that you were about to. That’s a real gap, and you’re right to be annoyed about it. I’ve filed it internally: we want a per-render cost breakdown and a confirmation prompt before any large spend.
Two practical things in the meantime:
-
Lite and Fast are dramatically cheaper. A Lite 720p 8-second clip is 40 credits against 320 for Standard — 8× the output for the same spend. For iterating on an idea, Lite first and Standard only for the final is the way to work.
-
Clip length is a straight multiplier. A 4-second clip costs half of an 8-second one. Trimming length is the cheapest lever you have.
Refund
Even though the charges are legitimate, you had no reasonable way to see this coming. I want to send you a refund, but i need you to export the renderings as a CSV from your my.chaos portal (just send it to me as a DM).
The renewal date is a separate issue - we’re working on a fix
Your renewal cycle and reset date are managed by licensing team, and they are working on a fix for this issue.
The July 7 → August 5 shift needs Chaos billing support. Rather than sending you back into the same loop, reply here and I’ll escalate it directly to that team on your behalf with your account details attached, so you’re not starting over.
Sorry again for the rough experience. Reply here if the refunded credits don’t show up, or if anything above doesn’t match what you’re seeing.