Reelyr sells pre-paid credits for video generation. This policy explains when refunds are available.
1. Unused credits
You may request a full refund for unused credits within 7 days of purchase, for any reason. Refunds are issued to the original payment method and typically appear within 5–10 business days depending on your card issuer.
2. Used credits
Once a credit has been consumed by a generation job (regardless of whether the generated video meets your expectations), it is non-refundable. We recommend previewing the sample videos on our landing page before purchasing a large credit pack to confirm the output style matches your needs.
3. Technical failures
If a generation job fails due to a technical error on our end — for example, the pipeline errors before producing a final video — the credit is automatically refunded to your account balance within 24 hours. No action is required on your part. If you don't see the refund, contact us.
4. Chargebacks
If you believe a charge was made in error, contact us first — we will almost always resolve it faster than a bank dispute. Chargebacks filed without contacting us may result in account suspension while the dispute is processed.
5. How to request a refund
Email us via the contact page with your account email and approximate purchase date. We will confirm receipt within 2 business days and process eligible refunds within 5 business days.
6. Updates
We may update this policy. Changes apply only to purchases made after the effective date of the update.