Refund Policy

How paying works

You buy credits in packs and spend them on one video at a time. Every video's price in credits is shown on the button before you tap it. Credits stay valid for 12 months from purchase and work on every effect.

Automatic refunds

You never pay for a video you did not get. The credits a video used come back to your balance automatically when:

• the render fails or times out;
• the video is blocked by moderation, before or after rendering;
• we cannot deliver a playable file.

You do not need to contact us for any of these. The balance on your account page updates as soon as the task ends.

When moderation gets it wrong

Moderation runs before and after every render and sometimes blocks a photo that follows the rules (for example, an adult who looks young, or a costume that resembles a public figure). The credits are refunded automatically either way. If you think the block was a mistake, email support@reelsame.com with the time of the attempt; we review it by hand and, if it was a false positive, tell you which photo will work or re-run it for you.

Refunds to your card

Unused credits from a pack bought in the last 14 days can be refunded to the original payment method. Email support@reelsame.com from the address on your account. Credits that have been spent on delivered videos are not refundable, because each one cost us real GPU time.

If a delivered video is clearly broken (no face replaced, frozen frames, missing sound when the effect promises it), send us the file name and we will refund the credits or re-run it.

Chargebacks

Please contact us before opening a dispute with your bank; most problems are solved within a day. Accounts with open chargebacks are paused until the dispute closes.

Contact

Reelsame Team · support@reelsame.com