Payment, Upgrade, Cancellation & Refund Policy

Payments and recurring subscriptions

Payments are processed by Stripe. REEL AI Film Studio does not receive or store your full card number or CVC. Your selected subscription renews on a recurring basis unless you cancel it. The price, currency, applicable taxes or VAT, and the billing information that apply to a purchase are shown at Stripe checkout.

Please do not send card details by email. For billing help, contact [email protected].

Upgrades and plan changes

Where available, plan changes are managed through the Stripe Billing Portal. Any proration, credit, timing, or other billing adjustment follows the actual Stripe checkout or billing behaviour shown before you confirm the change. REEL does not promise a particular proration formula.

Upgrading, downgrading, or changing plan is not grounds for a refund of a previous plan. A plan change does not reset, duplicate, or turn already-consumed usage into cash; usage already consumed remains consumed. A duplicate charge or confirmed billing error remains subject to the limited refund circumstances below.

Any downgrade timing and effect depend on the options Stripe makes available for your subscription and are shown before confirmation. REEL does not promise an immediate downgrade where that option is not available.

Cancellation and renewals

You are responsible for cancelling through the available Stripe Billing Portal before the renewal date if you do not want the subscription to renew. Cancellation stops future renewal. Unless Stripe states otherwise at the time of cancellation, paid access continues until the end of the current billing period.

Failure to cancel before renewal, an accidental renewal where the Service was available and functioning, or choosing not to continue using the Service does not by itself create a refund entitlement. This does not limit mandatory statutory cancellation or refund rights that apply.

Refund requests

Refunds are only considered in the limited circumstances set out below: a duplicate charge; a confirmed billing error; a verified unauthorised payment; a material failure by REEL to provide the paid Service; or mandatory statutory consumer rights that cannot lawfully be excluded.

REEL does not provide voluntary refunds once paid access has begun to be materially used, AI or video generations have been consumed, or third-party provider costs have been incurred. Usage is considered to have begun once you access paid functionality or submit paid AI or video generation, rendering, or other billable processing.

Refunds will normally not be provided for a change of mind after use begins; subjective dissatisfaction with AI-generated output where the Service operated correctly; consumed AI or video generations; provider costs already incurred; a partially used subscription period; unused allowance; failure to cancel before renewal; an accidental renewal where the Service was available and functioning; upgrading, downgrading, or changing plan; or choosing not to continue using the Service. AI-generated results are inherently variable. Subjective dissatisfaction alone does not establish a service failure where a generation was successfully delivered according to the requested Service.

Unused credits, minutes, generations, and allowance have no cash value, cannot be transferred, and cannot normally be converted into a refund. Nothing in this policy limits mandatory UK consumer rights. Approved refunds are returned through the original payment method where possible; timing depends on Stripe, your card issuer, or your bank.

Consumer cancellation rights

Nothing in this policy limits rights that cannot lawfully be excluded, including applicable UK consumer cancellation and digital-service rights. REEL does not state that you waive a cooling-off right merely by subscribing. If the checkout flow presents a separate express consent and acknowledgement for immediate supply, the information shown there applies to that purchase.

Failed payments and access

Stripe may retry a failed payment under its current billing configuration. If payment remains unpaid, access to paid features may be restricted until the account is brought up to date.

How to ask for help

Contact us as soon as reasonably possible after identifying a billing or service issue. Email [email protected] with your account email, approximate payment date, plan name, and a concise reason for your request. Do not include full card details. This policy should be read with the Terms of Service.