Cancellation Policy

1. Credit Packs (No Subscription)

Credit packs are one-time purchases and do not require cancellation:

• No recurring charges
• Credits never expire
• Refunds available within 30 days (see Refund Policy)

2. Retainer Subscription Cancellation

2.1 Cancellation Process

To cancel a retainer subscription:

1. Log in to your account
2. Go to Billing → Subscriptions
3. Click Cancel Subscription
4. Confirm cancellation

Alternatively, email payments@reelmatic.com with "Cancel Subscription" in the subject line.

2.2 Effective Date

Cancellation takes effect at the end of your current billing period:

• You retain access until the subscription expires
• No refund for the current period (unless within 14 days of signup)
• Unused credits remain in your account

2.3 14-Day Cooling-Off Period

For new retainer subscriptions, you have 14 days to cancel for a full refund:

• Applies to 12-month and 24-month plans
• Full refund of subscription fee
• Any credits used will be deducted from the refund

2.4 After 14 Days

Subscriptions canceled after 14 days:

• No refund for remaining subscription period
• Unused credits remain available until expiration (if applicable)
• Can reactivate anytime by purchasing a new subscription

3. Editor Job Cancellation

3.1 Before Editor Accepts

If an editor hasn't accepted your job yet:

• Full refund of escrowed credits
• No cancellation fee

3.2 After Editor Accepts (Before Work Starts)

If the editor has accepted but not started work:

• Contact the editor directly through the platform
• Request cancellation
• If agreed, full refund minus 10% cancellation fee

3.3 Work in Progress

If the editor has started working:

• Partial refund based on work completed
• Editor submits proof of work
• We mediate the cancellation and refund amount

3.4 Completed Work Not Approved

If work is completed but you're not satisfied:

• Cannot cancel after delivery
• Request a revision instead (included in most tiers)
• See Refund Policy for dispute resolution

4. Account Deletion

4.1 How to Delete Your Account

To permanently delete your ReelMatic account:

1. Go to Settings → Account
2. Scroll to Danger Zone
3. Click Delete Account
4. Confirm deletion (irreversible)

4.2 What Happens When You Delete Your Account

Account deletion is permanent and irreversible:

• All generated videos will be deleted
• Unused credits will be forfeited (no refund)
• Project data will be permanently removed
• Access to editor marketplace will be lost
• Email address can be reused for a new account

4.3 Data Retention

After deletion, we may retain certain data:

• Payment records (7 years for tax compliance)
• Support tickets (3 years)
• Anonymized analytics data
• Data required by law

4.4 Pending Orders

You cannot delete your account if you have:

• Pending editor jobs
• Active disputes
• Unresolved chargebacks

Resolve these first, then request deletion.

5. Editor Account Cancellation

5.1 Deactivating Editor Profile

If you're an editor and want to stop receiving jobs:

• Go to Editor Settings
• Toggle Active to off
• Complete any pending jobs first

5.2 Permanent Editor Removal

To permanently remove your editor profile:

• Email editors@reelmatic.com
• Complete all pending jobs
• Withdraw any outstanding earnings

6. Involuntary Cancellation (By Us)

6.1 Terms Violations

We may suspend or cancel your account for:

• Violation of Terms & Conditions
• Prohibited content generation
• Fraudulent activity
• Payment disputes or chargebacks
• Abuse of the platform or editors

6.2 Notice Period

In most cases:

• 30 days written notice via email
• Opportunity to appeal
• Immediate suspension for severe violations

6.3 Refund on Involuntary Cancellation

If we terminate your account:

• For cause: No refund of unused credits or subscriptions
• Without cause: Prorated refund of subscriptions, unused credits remain

7. Reactivation

7.1 Voluntary Cancellation

If you voluntarily canceled:

• Can sign up again anytime
• Previous credits are NOT restored
• New account required if account was deleted

7.2 Involuntary Cancellation

If we canceled your account:

• Contact support@reelmatic.com to appeal
• Reactivation subject to review
• Permanent bans are not eligible for reactivation

8. Contact Information

For cancellation assistance:

• General: support@reelmatic.com
• Billing: payments@reelmatic.com
• Editors: editors@reelmatic.com