Refund Policy

1. Failed generations are refunded automatically

If a generation fails, errors, or times out because of a problem on our side or our AI provider’s side, the credits charged for that generation are automatically returned to your credit balance— you don’t need to contact us. If a multi-step job only partially completes, credits for the steps that did not complete are returned. Refunds for failed generations are issued as credits, not to your payment method.

Generations that complete successfully are not refunded simply because the result is not what you hoped for, since AI outputs are inherently variable and the compute cost has already been incurred. If you believe an output is clearly broken (for example, a blank or corrupted file), email us and we will review it.

2. Unused credit packs: 14-day money-back

You can request a full refund of a credit pack to your original payment method within 14 days of purchase, provided no credits from that pack have been used. When a refund is issued, the pack’s credits (including any bonus credits) are removed from your balance.

3. Other purchases

After 14 days, or once any credits from a pack have been used, purchased credits are non-refundable, except where a refund is required by applicable law (for example, statutory consumer rights in your country) or where we discontinue the Service as described in our Terms. Unused purchased credits remain in your account and do not expire while your account is active.

4. Free and promotional credits

Free credits — including the 50credits granted on sign-up — and other promotional or bonus credits have no cash value and are not refundable or exchangeable for money.

5. How to request a refund

1. Email support@templatereel.comfrom the email address on your account with the subject “Refund request”.
2. Include the date of purchase, the credit pack, and (if available) the Stripe receipt number.
3. We aim to respond within 1–2 business days. Approved refunds are processed through Stripe and usually appear on your statement within 5–10 business days, depending on your bank.

6. Chargebacks

Please contact us before disputing a charge with your bank — we can usually resolve issues faster. If a chargeback is filed, we may suspend the account and remove the disputed credits while it is investigated. Accounts with fraudulent chargebacks may be permanently closed.

7. Accounts terminated for violations

If your account is suspended or terminated for violating our Terms or Acceptable Use Policy, remaining credits are forfeited and are not refunded, except where required by law.

8. Questions

Contact us any time at support@templatereel.com or via our contact page.