In short
- Failed runs are refunded as credits automatically.
- Top-ups are non-refundable and can’t be turned into cash.
- Paid too little, too much or on the wrong network? Email us your order ID.
- Don’t pay an order after its timer has run out.
01Failed and canceled runs
If a run fails, the credits it used go back to your balance automatically.
You can cancel a run while it’s still queued, and all its credits come back. Once a run has been handed to the model, it can’t be canceled.
If we can’t tell whether the model received a run, we hold its credits while we check, then either finish the run or give them back.
02Top-ups
Top-up credits are non-refundable once they’re bought, and they can’t be turned back into cash.
There’s no subscription, so nothing renews and nothing is charged automatically.
Credits left in a deleted account are forfeited: they can’t be paid out or moved to another account.
03Payment problems
If something went wrong with the payment itself — you sent too little, too much or on the wrong network — email support@der.run with your order ID and we’ll sort it out.
- Too little: we add credits for the part that arrived, and you can send the rest before the order’s timer runs out.
- Too much: we add the credits for the amount you picked. Email us about the rest.
- Wrong network or coin: the payment can’t be credited automatically, and sometimes it can’t be recovered at all. Check the coin, network and memo on the order before you send.
04Expired orders
Every order has a timer. Once it has run out, don’t send money to that order — start a new top-up instead.
If you already paid an order after it expired, email support@der.run with the order ID.
05Contact
Email support@der.run and include your order ID — you’ll find it under Credits & upgrade in the studio.
© 2026 DER.run. Questions: support@der.run