Refund Policy

Effective Date: April 20, 2026

We want you to feel safe trying PhotoReel. This page explains when we refund money, when we refund credits, and how to ask.

1. 7-Day Money-Back Window

If you are not satisfied with PhotoReel, you can request a full refund of your first subscription charge within 7 days of the charge. One refund per customer. To be eligible:

  • The refund must be requested within 7 days of the charge.
  • Your account must be in good standing (no Acceptable Use violations; see Terms of Service §3).
  • The credits from that charge should not have been substantially consumed — we define "substantially" as more than 30% used. If you've used more than 30%, we may offer a pro-rated refund at our discretion rather than a full refund.

2. Renewal Charges

The 7-day window applies to your first subscription charge only. Renewal charges are non-refundable, but you can cancel renewal at any time from the billing page — cancellation takes effect at the end of the current period, and you keep the credits and features you've already paid for until then.

3. Automatic Credit Refunds for Failed Generations

If a video generation fails because of a system error on our side (infrastructure outage, upstream provider error, etc.), we automatically refund the credits spent on that generation back to your account — usually within a few minutes. You do not need to open a ticket for these.

Credits are not refunded when the failure is caused by:

  • A prompt that violates our Acceptable Use Policy and is rejected by the content filter.
  • A reference image that the user uploaded in a format / resolution outside our stated limits.
  • The generation completing successfully but not matching the user's creative expectations (AI output is inherently probabilistic — you pay for the compute, not a specific result).

4. One-Time Credit Packs

Credit packs bought as one-time purchases (outside a subscription) are non-refundable once any credits from that pack have been spent. If you have not used any credits from the pack, we will refund it if you request within 7 days of purchase.

5. How to Request a Refund

Email support@photoreel.app with:

  • The email address on your PhotoReel account (so we can find your subscription).
  • The approximate charge date (or the Creem receipt ID, if you have it).
  • A short reason for the refund — no long essay needed.

We reply within 2 business days. Approved refunds are processed to the original payment method within 5–10 business days — how long it actually lands in your account depends on your bank / card issuer.

6. Chargebacks

If you have a billing issue, please email us before disputing the charge with your bank. Chargebacks initiated without contacting us first may result in account suspension until the dispute is resolved.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be announced at least 14 days in advance and will not apply retroactively to charges that happened before the change took effect.

8. Contact

Questions? support@photoreel.app.