Refund Policy

Subscriptions

• Paid plans are subscription products processed through Creem.
• Plan upgrades may be handled immediately and may include prorated billing when supported by the payment provider.
• Monthly credits or allowances reset according to the active billing cycle reported by the payment provider.

Credits

• Credits are used to run generation and rendering workflows.
• Some first attempts may be included in the product experience, while retries and renders can require credits.
• Credits have no cash value, are not a stored-value product, and cannot be transferred between accounts.

Failed Generations

• When the system reserves credits for a task and that task fails before successful completion, ChronoReels may automatically return the reserved credits when the backend can verify the failure.
• Provider outages, model errors, image generation failures, voiceover failures, and render failures should be retried from the dashboard when possible.
• If credits appear to be missing after a failed task, contact support with the account email, approximate time, and video or job title.

Refund Requests

• Refund eligibility depends on payment provider records, account usage, whether credits were consumed, and whether the request is required by applicable law.
• Refunds are not guaranteed for used credits, completed generations, completed renders, or change-of-mind requests after substantial usage.
• Duplicate charges, accidental upgrade issues, checkout errors, and verified technical failures will be reviewed case by case.

Cancellation

• Self-serve subscription cancellation is [pending implementation].
• Until self-serve cancellation is available, users should contact the support email listed above to request cancellation.
• Cancellation requests should include the account email and active plan. Access may remain available until the end of the current billing period unless the payment provider or applicable law requires otherwise.

How to Contact Support

Send refund, cancellation, or billing questions to the support email listed above. Include the account email, plan, checkout date, and a short explanation so the request can be matched to provider records.