Refund Policy

1. Overview & Our Guarantee

Reel Engine is a self-hosted software product. We take pride in what we have built and we are confident that it works as described. That is why we back it with a genuine, unconditional guarantee for installation failures: if we cannot get the application running on your VPS within three (3) days of your reporting a valid installation failure, we will refund you in full, no questions asked.

This policy explains the specific conditions that govern refunds, what qualifies as an eligible installation failure, what scenarios fall outside refund eligibility, and how the refund process works from request to resolution. We have written this policy to be specific and clear — we dislike vague policies as much as you do.

We are in the business of providing excellent software and we have no interest in keeping money from customers who genuinely encountered a failure we cannot fix. At the same time, because we sell digital software that is delivered and activated immediately upon purchase, we must define clear boundaries around what constitutes a refundable event versus a change of mind or self-inflicted setup issue.

2. The Digital Product Nature of Reel Engine

Reel Engine is a digital software product. Unlike physical goods, digital products are delivered instantaneously. From the moment your payment is confirmed:

• Your license key is generated and stored in our system.
• Your customer portal account is created or updated.
• Your license entitlement is recorded and activated in our licensing system.
• You gain immediate access to the installation system, documentation, and support channels.

This instantaneous delivery is an inherent characteristic of digital software purchases and is a primary reason why digital product refund policies differ from those applicable to physical goods. Many jurisdictions recognize this distinction and provide different legal treatment for digital goods, including, in the European Union, the Consumer Rights Directive exception for digital content where delivery has begun with the consumer's explicit prior consent.

Our refund policy is designed to honor our genuine guarantee for legitimate installation failures while reflecting the practical realities of digital software delivery. It is not designed to be punitive — it is designed to be fair to customers who encounter real problems while protecting the commercial viability of the product that all our customers rely upon.

3. The 7-Day Refund Window

All refund requests must be submitted within seven (7) calendar days from the date and time of your original purchase as recorded in our payment system. This seven-day window begins at the moment your payment is successfully processed and your license is issued, not from when you first attempt installation.

3.1 Why Seven Days?

Seven days is sufficient time to: procure a VPS if you have not already done so, provision the server with the required operating system, point a domain to the server and allow DNS to propagate, attempt installation through our automated installer, and for our support team to investigate and resolve any legitimate installation failure. We chose seven days as a fair balance that gives you ample time to test the product while reflecting the digital nature of the license delivery.

3.2 Calculating the Deadline

If you purchased at 14:32 UTC on January 10, 2025, your refund request must be received by us no later than 14:32 UTC on January 17, 2025. Requests submitted after this deadline will not be accepted regardless of the reason. If you are unsure of your exact purchase timestamp, you can find it in your license confirmation email or by logging into the customer portal.

3.3 No Exceptions to the Window

The seven-day window is a firm deadline. We are unable to make exceptions for requests submitted after the window has closed, regardless of personal circumstances, delays in procuring a VPS, or other factors. If you have not attempted installation within your seven-day window, we encourage you to do so promptly after purchase so that you have time remaining to seek support or a refund if needed.

4. Eligible Refund Scenarios

4.1 Installation System Failure

If our automated installer encounters a system-level failure that prevents the Software from being installed on your VPS, and that failure is attributable to our installer or application code rather than your VPS configuration or unsupported hardware, you are eligible for a refund. Examples of qualifying failures include: the installer crashes due to an application bug, the installer deploys files incorrectly resulting in a broken installation that cannot be accessed, or the installer cannot be initiated through the portal due to a portal system error.

4.2 Core Feature Non-Function

If the Software installs successfully but one or more of the core features described on our product page as standard functionality fail to operate at all and our support team cannot resolve the issue, you are eligible for a refund. Core features include: the video generation pipeline, the autopilot scheduling system, and the social media publishing mechanism. Minor bugs, cosmetic issues, or suboptimal performance do not qualify — the feature must be completely non-functional.

4.3 Unresolvable Technical Issue

If you experience a legitimate technical issue with the Software — meaning an issue that our support team verifies is caused by the Software or installer rather than your environment — and that issue cannot be resolved within three (3) business days of our receiving your support request, you qualify for a refund. The three-day clock on our resolution obligation begins when we receive a complete support request with all necessary diagnostic information, not from when the issue first occurred.

4.4 Requirements for Eligibility

To be eligible for a refund under any of the above scenarios, all of the following conditions must also be met:

• Your VPS must meet the minimum specifications stated in our documentation (Ubuntu 22.04 LTS, 2 vCPU, 4GB RAM, 20GB disk space).
• You must have provided accurate and functional VPS credentials during the installation process.
• You must have allowed our installer to complete its process without manual interruption.
• You must have submitted a support ticket through the customer portal with a clear description of the issue, including any error messages or logs.
• Your refund request must be submitted within the 7-day window.
• You must not have violated any provision of our Terms of Use.

5. Non-Eligible Scenarios

5.1 Change of Mind

If you decide after purchase that you no longer want the Software, have changed your business strategy, found an alternative product, or simply do not want to proceed, this does not constitute grounds for a refund. We encourage all prospective customers to thoroughly review our product page, documentation, and FAQ before purchasing.

5.2 Successful Installation

Once our installer has successfully deployed the Software and you have received access credentials to your Reel Engine dashboard, the product has been delivered. Refunds are not available after a successful installation, regardless of your subsequent experience with third-party services, your API costs, the content quality, or any other factors.

5.3 Activated License

If your license key has been activated against a VPS installation ID in our licensing system, the license has been consumed. Refunds are not available after license activation, except in the case of unresolvable installation failures as described in Section 4.

5.4 Credentials Delivered

Once your portal account has been created or updated and license credentials delivered, the digital product has been delivered in the legal sense applicable to digital goods in most jurisdictions.

5.5 API Costs & Third-Party Expenses

Reel Engine does not refund any third-party costs you have incurred, including but not limited to: VPS monthly charges from your hosting provider, API credit purchases from OpenAI, ElevenLabs, or other providers, domain name registration fees, or any other expenses related to setting up and operating your installation.

5.6 Insufficient API Credits

If the Software is installed and functioning correctly but videos are not being generated because your OpenAI, ElevenLabs, or other API accounts have insufficient credits or have been suspended by those providers, this is not a malfunction of Reel Engine. It is a third-party account issue that does not constitute grounds for a refund.

5.7 VPS Non-Compliance

If installation fails because your VPS does not meet the minimum requirements specified in our documentation, or because you are using an unsupported operating system, this is not a failure of our Software. Refunds are not available in this scenario, though our support team will assist you in resolving VPS configuration issues if possible.

5.8 Self-Inflicted Configuration Issues

If installation fails because of incorrect domain configuration, incorrect DNS settings, firewall rules that block the installer, manually modified server configurations that conflict with the installer, or other modifications you made to your server environment, this does not constitute a qualifying installation failure.

5.9 Social Media Account Bans or Restrictions

If your YouTube, Facebook, Instagram, or other social media accounts are restricted, suspended, or banned — whether as a result of using Reel Engine or for any other reason — this does not constitute grounds for a refund. You are solely responsible for the compliance and health of your social media accounts.

5.10 Income Expectations Not Met

Reel Engine makes no income or revenue guarantees. If you purchased the Software with the expectation of earning a specific amount of money and that expectation has not been realized, this is not a refundable event. Please review Section 12 of our Terms of Use regarding our No Income Guarantee.

5.11 Feature Dissatisfaction

If you are dissatisfied with the aesthetic quality of AI-generated videos, the style or tone of AI-generated scripts, the variety of available stock footage, or any other subjective aspect of the Software's output quality, this does not constitute grounds for a refund. The Software performs the functions described on our product page; subjective output quality is inherently dependent on the underlying AI providers, your input configuration, and your content niche.

5.12 Third-Party Service Disruptions

If a third-party service such as OpenAI, ElevenLabs, YouTube, or Facebook changes their API, pricing, policies, or availability in a way that affects the Software's functionality, this is not a failure of Reel Engine and does not constitute grounds for a refund. We will make commercially reasonable efforts to update the Software in response to such changes, but we accept no liability for disruptions caused by unilateral actions of third parties.

5.13 Terms of Use Violations

If your license has been suspended or terminated due to violation of our Terms of Use, you are not entitled to any refund, and any pending refund requests are automatically invalidated.

6. What Constitutes "Delivery" & "Completion"

Because the refund eligibility turns in part on whether the product has been "delivered" or the installation "completed," we define these terms precisely to avoid ambiguity.

6.1 License Delivery

The product is considered "delivered" for legal purposes when your license key has been generated and your customer portal account has been created or updated with your license entitlement. This occurs automatically within minutes of successful payment confirmation. At this point, you have received the core of what you purchased — a valid license entitlement.

6.2 Installation Completion

An installation is considered "completed" when all of the following conditions are true: the automated installer has run to completion without reporting a critical failure, the Reel Engine application is accessible via your domain in a web browser, and you have received and are able to use your dashboard login credentials.

An installation is NOT considered completed if: the installer exited with an error before completing, the domain is inaccessible or returns an error page, the dashboard login page cannot be reached, or you are unable to authenticate to the dashboard with the provided credentials.

6.3 Product Considered Delivered & Non-Refundable

The product is considered fully delivered and exits the refund window if any of the following occur: successful installation completion as defined above, successful authentication to the Reel Engine dashboard, or generation of at least one video through the Software. These events confirm that the Software is functional in your environment.

7. Quick Reference Table

Use this table for a fast overview of refund eligibility. Full details for each scenario are in Sections 4 and 5.

8. How to Request a Refund

To submit a valid refund request, follow these steps in order. Incomplete requests will delay our review process.

9. Our Review Process

Every refund request is reviewed individually. We do not use automated systems to approve or deny refunds — a human team member reviews each case. Our review process includes:

9.1 License Record Check

We verify your purchase date, license status, and whether any successful installation or activation events are recorded in our system. If our system records indicate a successful installation and dashboard access, this will be noted in our review.

9.2 Support Ticket Review

We review the associated support ticket(s) to assess the nature of the reported issue, determine whether the issue is attributable to the Software or to third-party/user factors, verify that the issue was reported within the refund window, and confirm whether the 3-day resolution period has elapsed.

9.3 Technical Investigation

Where the nature of the claimed failure is disputed, we may request server access logs, installation logs generated by our installer, or other diagnostic information to verify the failure. You are not required to grant this access, but declining may limit our ability to verify the claim.

9.4 Decision Communication

We will communicate our decision in writing to the email address associated with your account. Approved refunds will include the expected processing timeline. Denied refunds will include a written explanation and, where applicable, an alternative resolution path (such as continued support efforts or an extension).

10. Refund Processing Time

Once a refund is approved, the following processing timelines apply based on the payment method used:

• Flutterwave Credit/Debit Card Refunds: Five (5) to ten (10) business days from the date of refund initiation. The exact timing depends on your card issuer and may vary. We initiate the refund from our side within two (2) business days of approval.
• Flutterwave Bank Transfer Refunds: Three (3) to seven (7) business days from the date of refund initiation, depending on the receiving bank. International bank transfers may take longer in some jurisdictions.
• Flutterwave Mobile Money Refunds: One (1) to three (3) business days in most supported markets.
• Other Payment Methods: Processing times for other payment methods available through Flutterwave vary by method and market. We will communicate the expected timeline at the time of approval.

These timelines are based on Flutterwave's standard processing windows. Once we have initiated the refund from our side, the funds are in the payment processor's queue and we have no ability to expedite the transfer. If you have not received your refund within the stated window, please contact your bank before contacting us, as delays are frequently on the receiving institution's side.

We will provide you with a refund confirmation and reference number so that you can track the status with your bank or payment provider if needed.

11. Partial Refunds

In the standard case, refunds are either granted in full or denied. We do not offer partial refunds as a default resolution. However, in exceptional circumstances — specifically where you have purchased a multi-VPS tier license and only certain installations have failed while others are operational — we may, at our sole discretion, offer a partial refund representing the affected license slots.

Any partial refund offer is made on a case-by-case basis and constitutes a full and final settlement of the relevant claim. Acceptance of a partial refund does not entitle you to seek additional compensation for the same underlying issue at a later date.

If you believe a partial refund is appropriate for your situation, please describe your specific circumstances in your refund request and we will evaluate it as part of our review process.

12. Currency, Exchange Rates & Fees

Reel Engine's pricing is denominated in USD and converted to local currencies at checkout using live exchange rates via our payment processor. When a refund is issued, the following principles apply:

• Refund Amount: The refund will be for the full amount you paid in the original transaction currency, as recorded by our payment processor. The refund amount will not be adjusted for currency fluctuations that may have occurred between your purchase date and the refund date.
• Exchange Rate Risk: If the exchange rate between your local currency and USD has changed between purchase and refund, the USD-equivalent value of your refund may differ from what you originally paid in USD terms. This currency risk is inherent in cross-border transactions and is not something we compensate for.
• Payment Processor Fees: Flutterwave may retain processing fees on the original transaction. In such cases, the refund may be slightly less than the original payment amount due to non-recoverable payment processing fees. We will be transparent about any such deductions in our refund approval communication.
• Bank Conversion Fees: If your bank or card issuer charges foreign transaction fees or currency conversion fees when processing the refund, those costs are your responsibility. We have no control over fees charged by your financial institution.

13. Chargebacks & Unauthorized Payment Disputes

We understand that chargebacks exist as a consumer protection mechanism for unauthorized transactions. However, filing a chargeback or payment dispute for a purchase you made voluntarily — without first exhausting the refund process described in this policy — is a misuse of the chargeback mechanism and causes significant operational harm.

13.1 Consequences of Unauthorized Chargebacks

If you initiate a payment dispute or chargeback for a Reel Engine purchase that does not constitute unauthorized use of your payment method, the following will occur immediately upon notification of the dispute:

• Your license will be immediately and permanently suspended pending resolution of the chargeback.
• Your customer portal access will be restricted.
• All pending support requests associated with your account will be placed on hold.
• We will submit evidence to the payment processor and card network demonstrating that the purchase was valid and the product was delivered, including delivery records, license activation logs, and any prior support communications.
• If the chargeback is decided in our favor (which the evidence typically supports for valid purchases), your license will not be reinstated and no future licenses will be sold to the same individual or entity.

13.2 When Chargebacks Are Appropriate

A chargeback is appropriate if your payment method was used without your authorization — i.e., if someone else made the purchase using your card fraudulently. In that case, please report the fraud to your bank and notify us simultaneously so we can coordinate appropriately.

13.3 Reversing a Chargeback

If you have initiated a chargeback but wish to reverse it and resolve the matter directly with us, contact us at support@reelengine.online before the chargeback completes. We may be able to work with you to withdraw the dispute and process a direct resolution, at our discretion.

14. License Status After Refund

Upon approval and issuance of a refund, the following actions are taken with respect to your license:

• Your license key is immediately and permanently revoked in our licensing system.
• All active installations tied to your license will fail validation at their next license check and will enter a degraded or non-functional state.
• Your customer portal access is deactivated.
• You will receive a confirmation email documenting the refund issuance and license revocation.

You are legally obligated to remove the Reel Engine Software from all VPS servers on which it was installed as a condition of your refund. Continuing to operate the Software after license revocation constitutes unauthorized use of our intellectual property. We reserve all legal rights with respect to unauthorized post-refund use, including claims for damages and injunctive relief.

If you wish to use Reel Engine again in the future after having received a refund, you will be required to purchase a new license at the then-current pricing. Refunded licenses are not eligible for reinstatement.

15. Fraud Prevention

We maintain records of all refund requests, outcomes, and the circumstances associated with each. We use this data to identify and prevent refund abuse, defined as the systematic use of our refund process to obtain free software access.

If we determine, through pattern analysis or investigation, that a refund request is fraudulent — for example, if the reported installation failure cannot be corroborated by any technical evidence and contradicts our own installer logs — we reserve the right to deny the refund request and terminate all associated accounts.

Customers who have received a refund and subsequently attempt to purchase again using a different email address, payment method, or identity in order to repeat the process will be permanently banned from purchasing Reel Engine, and the fraudulent purchase may be reported to our payment processor and relevant authorities.

We take refund fraud seriously not because we are profit-motivated at the expense of legitimate customers, but because refund fraud directly undermines our ability to honor our genuine guarantee for customers who encounter real problems.

16. Dispute Resolution

If you disagree with our decision on your refund request, we encourage you to escalate the matter to our senior support team by replying to the decision email and clearly stating why you believe the decision was made in error and what evidence supports your position.

We are committed to being fair. If we made an error in assessing your request — for example, if we incorrectly attributed an installation failure to your configuration when it was actually a bug on our side — we want to know and we will correct it.

If, after escalation, you remain dissatisfied with our position, the following resolution paths are available to you depending on your jurisdiction:

• EU Residents: You may use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
• UK Residents: You may be entitled to refer the dispute to an Alternative Dispute Resolution (ADR) body.
• All Customers: You may seek resolution through your local small claims court or consumer protection authority.

17. Mandatory Consumer Rights

This Refund Policy sets out our voluntary commitments and commercial terms. Nothing in this policy is intended to, and nothing shall be construed to, limit or exclude any rights you have under mandatory consumer protection laws applicable in your jurisdiction that cannot be waived or excluded by contract.

17.1 European Union

EU consumers have rights under the Consumer Rights Directive (2011/83/EU) and applicable national consumer law. For digital content, the right of withdrawal (14-day cooling-off period) may not apply if delivery has commenced with your explicit prior consent and acknowledgment that the right of withdrawal is lost. By completing your Reel Engine purchase through our checkout process, you provide this consent and acknowledgment. However, if this Policy is inconsistent with mandatory EU consumer law in your jurisdiction, the mandatory law prevails.

17.2 United Kingdom

UK consumers have rights under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. The same digital content exception principles apply as described for EU consumers above.

17.3 Australia

Australian consumers have rights under the Australian Consumer Law (ACL) which provides guarantees that cannot be excluded. If Reel Engine fails to meet an ACL consumer guarantee, you may be entitled to remedies under the ACL regardless of the terms of this Policy.

17.4 Other Jurisdictions

Consumer protection laws vary significantly by jurisdiction. If you believe you have rights under your local law that are not addressed by this Policy, please contact us and we will evaluate the situation in good faith with reference to your applicable consumer rights framework.

18. Contact Us

For all refund-related inquiries, please contact us through the following channels:

• Email: support@reelengine.online (Subject: "Refund Request — [Order ID]")
• Customer Portal Support Tickets: https://portal.reelengine.online (Preferred — provides full context from your account)

We aim to acknowledge all refund-related communications within one (1) business day and to render a decision within two (2) business days of receiving a complete formal refund request. We will not leave you without a response.

Our support team is real humans who genuinely want to help. If you are frustrated, we understand — and we want to resolve the situation. Please reach out before escalating to a chargeback or external dispute process, as direct resolution is almost always faster and less stressful for everyone involved.