Frequently asked questions
If your question is not here, email support@locxai.com — we reply within 3 business days, usually the same day.
The service
What do I actually receive?
A finished vertical short video — voiceover, subtitles, music and on-screen text already applied — downloadable from your account. One video per language you selected.
Do I need to know how to edit video?
No. You fill in your store details, pick a structure and a script, and confirm. There is no timeline and no editor.
Do I need to send you footage?
You upload what you already have — dish photos, storefront shots, short clips. Each template tells you exactly what it needs before you pick it, so you know in advance whether you can make it.
Which languages are available?
English, Chinese, Thai and Vietnamese at launch; the list shown in the app is authoritative. A single job can produce all of them at once, sharing the same visuals.
How long does a video take?
About 15 minutes for one video. Languages within a job finish independently. A small number of videos are held for a quality check, which adds to that time. If nothing has arrived within 24 hours, contact us — see the Delivery Policy.
Can I edit the video afterwards?
You download a standard video file and can edit it in any tool you like. Inside LOCXAI, changes are made before generation — that is where scripts are chosen and edited, and it costs nothing.
Credits and payment
Is there a subscription?
No. You buy credits when you need them. Credits are valid for 6 months and there is no monthly fee.
How much is one video?
100 credits for a 15-second video; 60 credits for each additional language in the same job. In money that works out at $3.30 to $2.50 per video depending on the pack. See Pricing.
When am I charged?
Credits leave your balance the moment you confirm a generation, not before. Browsing, drafting and editing scripts are free.
Are taxes added at checkout?
No. Listed prices include any applicable taxes; the price you see is the total charged.
What if generation fails?
The credits return to your balance automatically. You are not charged for something we did not deliver.
Can I get a refund?
Unused credits can be refunded within 14 days of purchase, back to the original payment method. Credits spent on a video you have already downloaded are not refundable, because the product has been delivered. Full terms in the Refund Policy.
What happens to credits I do not use?
They expire 6 months after purchase. We notify you 7 days and 1 day before a batch expires so you can use them.
Content rules and data
Can I use a staff member's face or voice?
Only with their explicit, separate and documented consent — a standard employment contract is not enough. We verify the consent record before enabling digital presenters or voice cloning, and we delete the derived models if consent is withdrawn. See the Acceptable Use Policy.
Can I make videos for a store I do not own?
No, unless you are authorised to market it. Advertising a business you have no connection to results in termination without notice.
Who owns the material I upload and the videos produced?
You keep ownership of what you upload, and the generated videos are yours to use commercially. We hold only the licence needed to run the service for you — see the Terms of Service.
Do you train models on my material?
Your uploaded material is used to produce your videos. How it is stored, how long it is kept and which processors are involved is set out in the Privacy Policy.
Account and support
Can several people from my business use one account?
Yes. An organisation can have multiple stores and multiple members, all drawing on a single shared credit balance.
How do I reach a human?
Email support@locxai.com. That address is monitored by a person; replies come within 3 business days.