Refund Policy

1. Credit Pack Refunds

1.1 30-Day Refund Window

Unused credits can be refunded within 30 days of purchase under the following conditions:

• Credits have not been spent on any services (generation, enhancement, or editing)
• No fraudulent activity or violation of our Terms & Conditions
• Original payment method is still valid

1.2 Partial Refunds

If you have spent some credits, you may request a partial refund for the unused portion:

• Refund amount = (Unused Credits ÷ Total Purchased Credits) × Purchase Price
• Subject to the same 30-day window
• Minimum refund amount: $5.00

1.3 Non-Refundable Situations

We cannot offer refunds in the following cases:

• More than 30 days have passed since purchase
• Credits were purchased as part of a promotional offer or discount
• Account has been terminated for Terms violations
• Chargeback or payment dispute has been initiated

2. AI Generation Refunds

2.1 Technical Failures

If an AI generation fails due to technical issues on our end, we will:

• Automatically refund the credits to your account
• Send you a notification about the failure and refund
• Allow you to retry the generation at no additional cost

2.2 Unsatisfactory Results

AI-generated content is inherently unpredictable. We do NOT offer refunds for:

• Videos that don't match your expectations
• Quality issues inherent to the AI model
• Results different from what you imagined
• Artistic or stylistic preferences

Recommendation: Start with lower-cost models to test your prompts before using premium models.

2.3 Replicate API Issues

If the underlying AI provider (Replicate, Google, Luma, etc.) experiences an outage or failure, we will refund the credits. However, we are not responsible for delays or quality issues caused by third-party AI services.

3. Enhancement Refunds

3.1 Failed Enhancements

If an enhancement (upscaling, color grading, stabilization, captions) fails:

• Credits will be automatically refunded
• You can retry with a different source file

3.2 Quality Complaints

Enhancement quality is subject to the limitations of the underlying technology. We do not offer refunds for:

• Upscaling that doesn't meet your expectations
• Color grading results you don't like
• Stabilization artifacts
• Caption inaccuracies

4. Human Editor Refunds

4.1 Escrow System

When you submit work to an editor, credits are held in escrow until you approve the delivery.

4.2 Unsatisfactory Work

If you're not satisfied with the editor's work:

1. Request a revision (included in your tier)
2. If still unsatisfactory, contact support
3. We will mediate and determine if a refund is warranted

4.3 Editor No-Show

If an editor fails to deliver within the agreed timeframe:

• Full refund of escrowed credits
• Option to reassign to another editor

4.4 Scope Changes

If you request significant changes after submitting the brief:

• Additional credits may be required
• Refunds are not available for scope changes

5. Retainer Subscription Refunds

5.1 Cancellation Policy

Retainer subscriptions are non-refundable after the first 14 days. See our Cancellation Policy for details.

5.2 Unused Credits

Unused credits from retainer subscriptions do not expire but cannot be refunded if you cancel.

6. How to Request a Refund

6.1 Submission Process

To request a refund:

1. Email: payments@reelmatic.com
2. Subject: "Refund Request - [Your Account Email]"
3. Include:
   • Your account email
   • Transaction ID or invoice number
   • Reason for refund request
   • Amount of credits purchased
   • Amount of credits used (if any)

6.2 Review Process

We will review your request within 3-5 business days and respond with a decision.

6.3 Refund Timeline

If approved:

• Refunds are processed within 5-7 business days
• Refund will be issued to the original payment method
• Stripe processing fees are non-refundable
• Allow 5-10 business days for funds to appear in your account (varies by bank)

7. Chargebacks

7.1 Contact Us First

Please contact us before initiating a chargeback. We're happy to resolve any issues directly.

7.2 Chargeback Consequences

Initiating a chargeback without contacting us may result in:

• Immediate account suspension
• Loss of all remaining credits
• Permanent ban from the platform
• Chargeback fees passed to you

7.3 Dispute Resolution

We will provide all necessary documentation to payment processors to resolve disputes.

8. Fraudulent Activity

If we detect fraudulent activity:

• No refunds will be issued
• Account will be immediately terminated
• We may report to law enforcement
• Legal action may be pursued

9. EU Consumer Rights

For EU consumers, you have a 14-day cooling-off period under the Consumer Rights Directive.

However, by using credits for digital content (video generation), you explicitly agree to waive your right to withdraw for those specific transactions.

10. Contact Information

For refund requests or questions:

• Email: payments@reelmatic.com
• Support: support@reelmatic.com