Refund & cancellation policy

1. UK / EU consumer cancellation right

If you're a consumer based in the United Kingdom or the European Union, you normally have a 14-day right to cancel digital service purchases under the Consumer Contracts Regulations 2013 (UK) / Consumer Rights Directive (EU).

This 14-day right is lost as soon as you use any part of the credit pack (i.e. generate at least one reel against it), because we have started supplying the digital service at your express request. By clicking “Buy” you acknowledge this and agree to immediate supply.

2. Our additional refund policy (everyone, anywhere)

Beyond the legal right above, we also offer:

• Unused credits are refundable within 7 days of the original purchase date.
• Used credits are non-refundable — the AI-generation service has already been delivered.
• After the 7-day window, no refund is available regardless of credits remaining.

3. Failed generations

If a reel generation fails because of a technical issue on our side (server error, generation timeout, no output produced), the credit is automatically re-credited to your balance. No refund request is needed.

4. How to request a refund

Email admin@reelmakerbot.com with:

• the email address on your ReelMakerBot account,
• your Dodo Payments order ID or payment ID,
• the date of purchase,
• optionally, the reason for the refund.

5. Processing

• Approved refunds are processed within 5–7 working days of approval.
• Refunds are returned to the original payment method via our payment partner, Dodo Payments.
• Your remaining balance for the refunded pack is reset to zero on refund.
• Bank or card networks may add a few additional working days. If you don't see the refund within 10 working days of approval, email us.

6. Chargebacks

Please email us before raising a chargeback with your card issuer — most issues are resolved in 24 hours. Unjustified chargebacks may result in permanent account suspension.

7. Cancellation

ReelMakerBot is a one-time credit-pack model. There are no recurring subscriptions, so there is nothing to cancel. You can stop using the service whenever you like and any remaining credits continue to be available (subject to the refund window above).

8. Contact

admin@reelmakerbot.com
Net Media Labs Ltd, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom.