Refund policy

If a render fails, runs out of time, is blocked by our safety checks, or you cancel it while it’s still in the queue, the credits go straight back to your balance. You’ll see it marked as a refund in Account › Credits.

Broken result? If a video is black, frozen or cut off, message us and pick the video. If it went wrong on our side, we give the credits back.

If a render worked but you’d just like a different take, the credits aren’t refunded.

Credits are added to your account the moment you pay, so packs aren’t refundable, except where the law requires it.

• Charged by mistake, for example twice for the same pack? Email us and we refund the extra charge.
• Free credits have no money value and can’t be refunded.
• Money refunds usually show up in 5 to 10 business days.

A plan’s credits are added as each month starts, so a payment that has gone through isn’t refundable, except where the law requires it.

• Cancel any time in Account › Credits › Manage billing. The plan runs to the end of the period you paid for and doesn’t renew.
• Moving to a bigger plan is charged straight away for the rest of the period, prorated. A smaller plan starts when the period ends.
• Unused plan credits end with their month and have no money value.

Your credits are delivered right after you pay. By paying, you ask us to deliver them straight away and accept that your 14-day right to withdraw ends once you start using them. We say this next to the pay button too. This doesn’t affect your other rights under consumer law.

If you dispute a payment with your bank, the credits from that purchase are held while the dispute is open, and come back if it’s settled in your favor. We don’t close your account for it. Contacting us first is usually faster.

Remaining credits, including paid ones, are deleted with your account and can’t be refunded. Your plan is canceled, and the period you’re in isn’t refunded.

Message us, or email support@reelfie.app from your account email. A real person replies within one business day.