One address for everything: hello@edgemoss.com. A person reads it, and it is the fastest route for anything involving money, a failed scene, or an account you cannot get into.
If a charge looks wrong, email us before you call your bank. We can refund a purchase in a couple of minutes. A card dispute takes your bank weeks to settle and locks the money up while it runs, so it is the slower path to the same place.
Most email gets a reply within one business day. If yours takes longer it is usually because the answer needs a look at your actual scene, not because it was missed.
Edgemoss is a small operation, so there is no phone line and no live chat, and email outside business hours will wait until the morning. Refunds are processed within two business days once agreed. Your bank then decides how quickly the money reappears, which is usually a few days and occasionally longer.
Write from the address on your account, and where it applies send the link to the scene, or its job id from the address bar. For a purchase, the Stripe receipt that was emailed to you at checkout has everything we need to find the charge.
For something that looks broken, tell us what you did, what happened, and which browser you were in. A screenshot usually saves a round trip.
A scene costs one credit at the standard training budget, and more when it asks for more training than that: the high detail tier on the convert page, and re-runs that train longer than the scene they came from. The first mesh, flythrough and refine of a scene are free, on your own scenes, and rendering another one of the same kind for the same scene costs credits. A render that fails costs nothing and leaves your free one where it was; cancelling one part way through uses it up, because the work was already done. Your balance is in the nav on every page, every charge is itemised under Your scenes, and credits do not expire. If a charge is not what you expected, email us and we will sort it out.
A scene that fails to build hands its credits back on its own, so a failure should not cost you anything. The same goes for a paid mesh or flythrough render that fails. If you retry a failed scene and the retry fails too, email us and we will put your balance right.
Refunds, including how credit packs are refunded as whole packs, are covered in the refund policy. The short version is 14 days, no questions asked, by email.
Reconstruction quality depends almost entirely on the footage. Slow, steady, overlapping coverage of a well lit subject works; fast pans, motion blur, and a subject shot from one side tend not to. If a scene came back thin or warped, send us the link and we will tell you what the capture is missing, which is usually cheaper than guessing.
Scenes you create stay yours. What you may do with them, and with export packs bought on the market, is set out in the license.
The verification link is in the message sent when you signed up, and you can resend it from Your scenes if it never arrived. Check spam first. A forgotten password is reset from the sign in page.
If you want your account removed, ask for any refund you are owed first, because deleting an account removes its credit balance with it.
To report a security problem, or to ask us to take a scene down, email hello@edgemoss.com and say so in the subject line. Please do not post the details publicly before we have had a chance to fix them.
What we collect and why is in the privacy policy, and the rules we both operate under are in the terms of service.