Refund request ignored despite support ticket confirmation
I subscribed to Swaybyte Scale to test their AI video generation service, especially Seedance 2.5 and Grok Imagine Video.
Unfortunately, the service did not work well for my workflow. The main problem was that video generation and processing took too long, which made the service impractical for me. I also did not like the user interface and overall workflow.
I then requested a refund within the stated refund period.
What made the experience worse was the support process.
I first contacted Swaybyte support directly about the refund. I did not receive a proper response. I later discovered that Swaybyte is owned and operated by OmniRogue, and when I contacted support through Swaybyte’s support form, the request was routed to OmniRogue’s Freshdesk system.
I received an automatic confirmation saying that my request had been received and that a support ticket had been created. This means the request was clearly received by their system and both Swaybyte/OmniRogue were aware of it.
However, despite this, I still did not receive a real response from support or any meaningful update about the refund.
I followed up again, but the situation remained unresolved.
My bank/card provider confirmed that I could potentially open a chargeback, but that process can take up to 90 days and includes a non-refundable $30 network fee. I should not have to go through that simply because a company does not answer a refund request that was submitted within its own refund period.
The frustrating part is not only the refund itself, but the lack of communication. If a company receives a refund request, creates a support ticket, and acknowledges it automatically, they should at least provide a human response and explain the status.
My experience was:
- Slow video generation and processing
- Seedance 2.5 and Grok Imagine Video did not meet my workflow needs
- I did not like the UI
- Refund request submitted within the stated period
- Swaybyte support request routed to OmniRogue
- OmniRogue Freshdesk ticket created successfully
- No proper human response afterward
- No clear refund status
I hope Swaybyte / OmniRogue improves its customer support and refund handling, because the lack of communication has been the most disappointing part of the experience.
I will update this review if they eventually respond and resolve the refund properly.
September 30, 2026
Unprompted review
