Payment Policy

1. Payment Processor

All payments on ReelMatic are processed securely through Stripe, a PCI DSS Level 1 certified payment processor.

• We do NOT store your full credit card details on our servers
• All transactions are encrypted with HTTPS/TLS
• Stripe handles all sensitive payment information

Learn more: Stripe Privacy Policy

2. Accepted Payment Methods

We accept the following payment methods:

2.1 Credit & Debit Cards

• Visa
• Mastercard
• American Express
• Discover
• Diners Club
• JCB

2.2 Digital Wallets

• Apple Pay
• Google Pay
• Link (Stripe's 1-click payment)

2.3 Bank Transfers (Enterprise Only)

ACH and SEPA transfers available for enterprise customers with monthly invoicing.

2.4 Cryptocurrency

Not currently supported. May be added in the future.

3. Currency

All prices are listed in USD ($).

• 1 credit = $0.01 USD
• International cards supported
• Currency conversion fees may apply (charged by your bank)

4. Billing Process

4.1 Credit Pack Purchases

One-time purchases:

1. Select a credit pack
2. Enter payment details (or use saved payment method)
3. Review and confirm purchase
4. Payment is charged immediately
5. Credits are added to your account instantly
6. Email receipt sent

4.2 Retainer Subscriptions

Subscription billing:

• Charged upfront (12 or 24 months)
• No recurring monthly charges
• Total amount charged at time of purchase
• Credits allocated immediately

4.3 Pre-Authorization

For high-value transactions ($500+), we may pre-authorize your payment method:

• Temporary hold on funds
• Verified before processing
• Hold released within 5-7 business days if not captured

5. Pricing and Fees

5.1 Transparent Pricing

All prices displayed include:

• Base cost of credits
• No hidden fees
• No monthly service charges

5.2 Taxes

Depending on your location, you may be charged:

• VAT (EU, UK): Added at checkout if applicable
• GST (Australia, New Zealand, Canada): Added at checkout
• Sales Tax (US): Added based on billing address

Tax-exempt? Provide your VAT ID or tax-exempt certificate in your billing settings.

5.3 Stripe Processing Fees

Stripe charges us processing fees (~2.9% + $0.30 per transaction), but we absorb these costs:

• You pay the displayed price
• No additional transaction fees for customers

5.4 Refund Processing Fees

Stripe processing fees are non-refundable:

• You receive the amount minus original processing fees
• Example: $100 purchase → $97.40 refund (after $2.60 fees)

6. Failed Payments

6.1 Payment Declined

If your payment is declined:

• You'll receive an error message with the reason
• Common reasons: insufficient funds, expired card, incorrect CVV
• Try a different payment method
• Contact your bank if the issue persists

6.2 Subscription Payment Failure

For retainer subscriptions (if recurring):

• We'll retry payment 3 times over 7 days
• Email notifications sent for each failure
• Subscription suspended after final failure
• Grace period of 7 days to update payment method

7. Invoices and Receipts

7.1 Email Receipts

After each purchase, you'll receive:

• Email receipt from noreply@reelmatic.com
• Transaction ID
• Date and time
• Amount charged
• Credits purchased
• Last 4 digits of payment method

7.2 Invoice History

Access your invoices:

• Dashboard → Billing → Invoices
• View, download, or print PDF invoices
• 7-year retention for tax purposes

7.3 VAT Invoices

EU customers can:

• Add VAT ID in billing settings
• Receive VAT-compliant invoices
• Reverse charge mechanism for B2B (if applicable)

8. Chargebacks and Disputes

8.1 Contact Us First

Important: Before initiating a chargeback, please contact payments@reelmatic.com. We're happy to resolve any billing issues directly.

8.2 Chargeback Process

If you file a chargeback:

• Your account will be immediately suspended
• We'll provide evidence to Stripe and your bank
• If chargeback is found fraudulent, legal action may be taken

8.3 Chargeback Fees

If a chargeback is reversed in our favor:

• $15 chargeback fee will be charged to you
• Account may remain suspended

9. Fraud Prevention

We use Stripe Radar to detect and prevent fraudulent transactions:

• Machine learning-based fraud detection
• 3D Secure authentication for high-risk transactions
• Address verification (AVS)
• CVV verification

Suspicious transactions may be flagged for manual review.

10. Payment Method Management

10.1 Saved Payment Methods

You can save payment methods for faster checkout:

• Stored securely by Stripe (not on our servers)
• Manage in Billing → Payment Methods
• Set a default payment method
• Delete payment methods anytime

10.2 Auto-Update

Stripe's Account Updater automatically updates:

• Expired card information
• Renewed card details
• Prevents failed payments due to outdated cards

11. Enterprise Billing

For enterprise customers with custom contracts:

• Monthly invoicing available
• ACH/SEPA bank transfers
• Net-30 payment terms
• Purchase orders accepted
• Dedicated account manager

Contact sales@reelmatic.com for enterprise billing.

12. Security and Compliance

We maintain the highest security standards:

• PCI DSS Compliance: Stripe is Level 1 PCI certified
• Encryption: All transactions use HTTPS/TLS 1.2+
• GDPR Compliance: EU data protection standards
• SOC 2: Stripe is SOC 2 Type II certified

13. Contact Information

For billing questions or payment issues:

• Billing Support: payments@reelmatic.com
• General Support: support@reelmatic.com
• Enterprise Sales: sales@reelmatic.com