What to Expect

Magic Motion turns your product photos into 15-second videos with AI models, cinematic scenes, matching music, and a scannable QR code. Every video is generated fresh — no stock footage, no templates that other stores have used.

We promise:

• Speed: videos complete in 60–120 seconds on average
• Quality: every video meets our internal standards before delivery (we auto-reject broken output before you see it)
• Attribution: you own every video Magic Motion generates for you — commercial rights included
• Delivery: auto-attached to your Shopify product as primary media, or downloadable as MP4
• Support: real human responses to every support email within 24 business hours

We do NOT promise:

• Every video will match the exact vision in your head (AI is generative, not deterministic)
• Every model will look identical across regenerations (each generation is unique)
• Every scene interpretation will be perfect on the first try

This document explains where those two lists meet — and what we do when they don't.

What we control (100% consistent)

• Video length: 15 seconds
• Aspect ratio: 9:16 (vertical, mobile-optimized)
• Resolution: 1080p vertical
• Audio: mixed with music vibe you selected
• QR code overlay: last 4-5 seconds, links to your product
• Text overlay: exactly what you typed
• Auto-attach to Shopify: happens on every completed video (if enabled)

What varies (this is the AI part)

• Model appearance: fresh model each time. Same prompt can produce different models across generations. This is a FEATURE for variety, not a bug.
• Scene interpretation: "walk to camera" is interpreted through the AI's creative lens.
• Music arrangement: we pick from a music vibe you selected, but the exact track composition varies.
• Motion coherence: occasionally the AI produces motion glitches. Our presets minimize these but don't eliminate them.
• Background elements: if you use "Replace Background with AI," the new background is generated fresh each time.

Bottom line: if you generate the same video 5 times, you'll get 5 different videos. Pick the one you love.

Magic Motion offers two ways to generate:

Presets (Recommended): scene templates we've engineered and tested (Walk to camera, Stand & walk, Nightclub, Beach sunset, etc.). Iterated over hundreds of generations for reliability.

Custom prompts: you write your own scene description. Full creative control, but the AI's interpretation is on you.

This distinction matters for the regeneration guarantee:

Why the split: presets are our commitment to you. If our preset fails, we own it. Custom prompts are your commitment to yourself — the creative risk is yours to take.

You get a free regeneration when:

• Video output has a clear technical failure (face broken, limbs missing, video corrupted, audio silent when it shouldn't be)
• Content moderation blocked the generation (tokens refunded automatically)
• The video doesn't match the preset's promise (e.g., "Walk to camera" preset shows no walking)
• Our system errored mid-pipeline (Railway restart, API outage, etc.) — auto-retried transparently

You get 1 free regeneration per preset per shop per day when:

• You used a preset and the output is "just not the vibe" — even though it's technically fine
• Example: you tried Walk to Camera + Runway music, want to try again with slightly different model interpretation

You do NOT get a free regeneration when:

• You used a custom prompt (custom = your creative risk)
• You've already regenerated the same preset/product combo twice today
• You want a completely different scene (that's a new video, costs 5 tokens)
• Thirty or more days have passed since original generation

How to request

Click the "Regenerate" button on the video in your gallery within 30 days of original generation. If eligible, tokens are automatically refunded and re-charged when the new video completes. If not eligible, you'll see a clear message explaining why plus a "Generate new video" button.

Automatic refunds (no request needed)

• Content moderation blocked the generation → tokens returned within 60 seconds
• System error mid-pipeline (verified via Railway logs) → tokens returned within 24 hours
• Duplicate charges from Shopify billing → refunded within 3 business days

Requested refunds

Token pack purchases are refundable within 7 days of purchase IF:

• You've used fewer than 10% of the tokens in the pack, AND
• No videos generated from those tokens have been auto-attached to your Shopify store (once published, cannot be refunded)

To request: email support@magic-motion.ai with your shop domain plus pack purchase confirmation. Refunds process in 5-10 business days back to your original payment method via Shopify.

After 7 days

Token packs become non-refundable BUT unused tokens never expire. You can uninstall Magic Motion and reinstall later — your unused tokens survive.

Uninstall does NOT trigger automatic refund

If you uninstall Magic Motion, unused tokens are held for 30 days. Reinstall within that window and your balance restores. After 30 days, tokens are permanently retired.

• 1 video = 5 tokens. No hidden costs. No premium features that cost extra tokens.
• Free 25 tokens on install = 5 free videos to test everything before paying.
• Tokens are consumed at generation start, not completion. Cancel before completion → automatic refund within 60 seconds.
• Tokens do not expire. Buy 5,000 tokens today, use them in 3 years — still valid.

There's nothing to cancel. Magic Motion has no recurring subscription. You purchase token packs as one-time charges.

To stop using Magic Motion:

1. Uninstall the app from your Shopify admin
2. Any generated videos already attached to your products remain (they're your property)
3. Unused tokens held for 30 days (see refund policy above)
4. After 30 days, all data deleted per GDPR shop/redact obligations

Zero-day cancellation. No 30-day notice period. No "must cancel before renewal" (no renewals).

We're a small team (currently one person plus AI). Response times reflect that reality:

Business hours: Monday-Friday, 9 AM – 5 PM Mountain Standard Time.

Contact: support@magic-motion.ai

Emergency (blocking issue affecting live store): email with subject line starting with "URGENT" and we'll respond within 4 hours, 7 days a week.

To maximize your chances of loving the first video:

• ✅ Use presets. They're engineered and tested. Custom prompts are for advanced users.
• ✅ Upload clear, well-lit product images. Garbage-in, garbage-out applies to AI.
• ✅ Match model gender to your product target. Magic Motion auto-detects from your Shopify product title, but you can override.
• ✅ Start with Walk to Camera + Runway music. Our most reliable combo — engineered specifically for apparel.
• ✅ For jacketed mockups: use "Stand & walk to camera" preset and leave "Replace Background with AI" unchecked.
• ✅ Generate a batch of 3-5 variants before publishing. Pick the best.

• ❌ Avoid custom prompts on your first 20 generations.
• ❌ Don't upload blurry or dark product images and expect crisp output.
• ❌ Don't expect identical output across generations — each is unique.

1. Try the free regeneration button if eligible (see section 4)
2. Email support@magic-motion.ai with your shop domain, video ID, what you expected vs what happened, and a screenshot
3. We respond within 4-24 business hours with a resolution, free regeneration token, refund, or honest "here's what's happening" if there's a bug we're fixing
4. If our response doesn't satisfy you, ask for a call. Founder Douglas Rose personally handles all unresolved issues. You'll get 15 minutes on Zoom.

We don't have a support ticket queue system yet. Every email goes directly to a human. This is intentional while we're small.

You own every video Magic Motion generates for you. Commercial use, resale in your own products, TikTok / Reels / Instagram / YouTube posting — all included.

You are responsible for:

• Having the rights to any source images you upload (if you upload a mockup with a copyrighted logo you don't own, that's on you)
• Not using Magic Motion to generate content that violates Shopify's Terms of Service or applicable law
• Not sharing your Magic Motion login with third parties

Magic Motion is responsible for:

• Following DMCA safe harbor process for any takedown notices we receive (see /dmca)
• GDPR-compliant handling of any shop data (see /privacy)
• Not retaining source images longer than 90 days after generation
• Deleting all your data within 30 days of uninstall

We may update this "What to Expect" policy as Magic Motion evolves. Material changes will be emailed to your shop's registered address AND announced in-app 30 days before taking effect.

Current version: v1.0 · Effective Aug 2026 · Last updated Aug 3, 2026

Questions? Email support@magic-motion.ai