Refunds, re-renders, and what happens when a render fails

Refunds, re-renders, and what happens when a render fails

When a render on Super Renders Farm doesn't come back the way you expected, "it failed" can mean two very different things — and which one applies changes what happens next, including what it costs you. This page covers both paths honestly: what a farm-side failure gets you, what a user-side re-render costs, how to ask for a review, and what you'll see in your account afterward. There's no blanket guarantee here — refunds and make-goods are handled case-by-case, described as they actually work today.

What happens when a render fails (two kinds of "failed")

A failed render usually falls into one of two buckets, and they're treated very differently:

• Farm-side failure. Something went wrong on our infrastructure that had nothing to do with your scene — a node crash mid-job, a farm-side configuration problem, a licensing hiccup. Frames don't complete, error out, or come back visibly broken through no fault of your file.
• User-side issue. The render ran and finished exactly as instructed, but the outcome isn't right — a missing texture, a wrong camera, a bad output setting, or a result that just doesn't match what you expected.

Which bucket a job falls into determines everything that follows: whether it's reviewed as a possible make-good, or billed as a fresh render.

Farm-side failures — how make-goods work

There's no formal, published policy that guarantees a specific outcome for every farm-side failure, and Super Renders Farm doesn't advertise an automatic free re-render of the affected frames. What actually happens is case-by-case.

You contact support with your job details, the team reviews the internal render logs to judge whether the cause was genuinely farm-side, and if that's confirmed, the affected charge gets made right. In past cases that has meant either a refund to the original payment method or a credit back to your render-credit balance — which one applies is decided case-by-case, not a fixed rule, so don't assume either outcome in advance.

If you're not sure which bucket applies, ask — support can tell from the logs faster than you can guess from the outside.

User-side re-renders — what they cost

If the render did what you told it to do and the problem is on the scene or settings side — a missing texture, a wrong camera, a bad output setting — that's a new render, not a refund case. The same billing rule applies here as for any repeat job: re-renders bill again from the start of the affected frames, and the first attempt's render time isn't refunded. See why your render cost more than the estimate for the full breakdown of how render billing works.

That includes taste and quality calls, too. If the output is technically correct but you want it to look different, or it doesn't match a local preview for settings-related reasons, see why your render output differs from your local preview — that's also a user-side re-render, billed the same way. The dividing line is simple: node or farm-side failures go through the make-good path above; scene, settings, or preference issues are billed as a new render.

How to request a review or refund

1. Email supportcenter@superrendersfarm.com with the subject line "Refund" — or start a live chat if you'd rather talk it through in real time.
2. Include your order or job number.
3. Say which frames are affected.
4. Describe what went wrong, as specifically as you can.
5. Support reviews the internal render logs against your report to determine whether the cause was farm-side.

Once your request is reviewed and approved, a refund to your original payment method is processed typically within 5 business days. If support resolves your case as a credit back to your render-credit balance instead, the balance updates as soon as the team actions it.

What you'll see after

Depending on which path support uses for your case, you'll see one of two things:

• Credit-back to your balance: your render-credit balance goes up, and a line item appears under Account → Payment History, marked as a manual refund. It won't show up on your card or bank statement, because your card isn't touched in this path.
• Reversal to your original payment method: the refund appears as a reversal on your original card statement instead of as a balance change.

Which one applies to your case is decided when support processes it — check Payment History or your card statement to confirm your refund went through.

Prevention: catch problems before you pay for a render twice

Most user-side re-renders are avoidable with a bit of testing before you commit to a full sequence:

• Render a test frame or two first, using your real production settings rather than a stripped-down preview. Catching a missing texture or a wrong camera on one frame is far cheaper than catching it on the last frame of a long sequence.
• Run the automated scene Analyze step before that. It's free and doesn't touch your balance, so there's no reason to skip it.
• Use the cost calculator as a planning range, not a quote — see why your render cost more than the estimate for how estimates and actual billing can differ.
• Take your time — render credits never expire, so there's no reason to rush past the test-frame step.

None of this eliminates farm-side failures, which are handled through the process above — but it removes the most common, avoidable reason for paying for a render twice.

Related

• Why your render cost more than the estimate — how billing works for re-renders and repeat jobs.
• Why is my render job queued, stuck, or slower than expected? — if the issue is a slow or stalled job rather than a finished one.
• Why your render output differs from your local preview — for quality or output differences, a user-side path rather than a refund case.
• Payments and invoices — for invoices, payment methods, and other billing questions.
• Still have questions about a specific charge? Contact support via live chat at knowledge.superrendersfarm.com, or email supportcenter@superrendersfarm.com.

FAQ

Q: Do I get a refund if my render fails? A: It depends on why it failed. If a node or farm-side problem is confirmed after support reviews the internal render logs, Super Renders Farm makes it right case-by-case — either as a refund to your original payment method or a credit back to your render-credit balance. If the render did what you told it to do and the issue is a scene mistake or a result you don't like, that's a user-side re-render, not a refund case — see the sections above.

Q: How long does a refund take? A: Once approved, refunds to your original payment method are processed typically within 5 business days. If your case is resolved as a credit back to your render-credit balance instead, the balance updates as soon as support actions it — no waiting on a card reversal.

Q: Will I be charged again if I re-render? A: If you're fixing a scene or settings mistake, or you just want a different result, yes — it bills again from the start of the affected frames, and the first attempt's render time isn't refunded. If the original failure is confirmed farm-side instead, it's handled through the make-good path above, not billed as a fresh user-side re-render.