Refund policy

Last updated: July 14, 2026.

The short version

Cancel any time. We don't refund videos we've already made for you, because making them costs us real money the moment you press render. If something we sold you didn't work, tell us and we'll fix it or refund it.

Why generated videos aren't refundable

Every video runs through paid AI services — a script model, an image model, a voice model — and that spend leaves our account the instant a render starts. It isn't recoverable, and it isn't reversible. Refunding a video you've already received would mean paying for it twice.

So: once a video has been rendered, the credit or render it consumed is spent. That applies to Starter packs, plan renders and frame credits alike.

Subscriptions

Cancel any time, from Billing → Manage subscription. You keep everything you paid for until the end of the period you've already paid for; nothing is charged after that.
We do not pro-rate or refund part-months. Cancelling on day 20 of a month keeps you running until day 30, and that's it.
If a payment fails, your account goes past-due and rendering stops until the card is fixed. We don't quietly keep billing you.

What we will refund

An unused Starter pack. Bought $5 of videos, rendered none of them, changed your mind within 14 days? Email us and we'll refund it.
Unused frame credits, on the same terms — unused, within 14 days.
A render that failed on our side. If the engine breaks and you get no usable video, that render goes back on your balance. You should never pay for our bug. If it's already been re-credited and you'd still rather have the money, ask.
A charge you didn't make or didn't intend. Email us before you call your bank — we'd rather sort it out directly, and it's faster.

What we won't refund

Videos that rendered successfully but that you didn't like. The review gate exists precisely so you can see a video before it goes anywhere near your channel, and frame credits exist so you can fix individual images. Taste isn't a defect.
Time already served on a subscription.
Accounts terminated for breaching the Terms of Service (for example, generating prohibited content).

Your statutory rights

Nothing in this policy limits rights you have under the Australian Consumer Law or any other law that applies to you. If the service isn't fit for purpose, isn't as described, or isn't delivered with due care, you are entitled to a remedy regardless of anything written above — and we'd rather give it to you than argue about it.

How to ask

Email support@reels-engine.com from the address on your account, tell us what happened, and we'll come back to you within a few business days. Refunds go back to the card you paid with.

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