Refund & Cancellation Policy

Effective date: 28 September 2026

This policy explains how credit purchases, cancellations and refunds work on Reelio. It applies alongside our Terms of Service.

1. How buying credits works today

Reelio's credits are a one-time top-up, not a recurring subscription — there is no auto-renewal and nothing is billed on a schedule. When you choose a credit pack in the app, your request is recorded and reviewed by our team; it is not charged or fulfilled automatically by a payment gateway yet. We'll update this policy once automated payments are live.

2. Cancelling a pending request

If you've submitted a credit top-up request that hasn't been fulfilled yet, you can cancel it any time by emailing us at supportreelio@gmail.com with the amount and the email address on your account. We'll confirm the cancellation before any payment is collected.

3. Refunds after credits are added

Once credits have been added to your wallet, they are non-refundable, except in the following cases:

• You were charged an amount that doesn't match the pack you selected.
• You were charged more than once for the same request.
• Credits were added to the wrong account due to an error on our side.

To request a refund for one of these reasons, email us within 7 days of the charge with proof of payment. We aim to review and respond within 5 business days.

4. Unused credits

Credits already in your wallet don't expire on their own, but remain subject to the Terms of Service, including suspension for violation of those Terms.

5. Changes to this policy

We may update this policy as our payment process evolves — for example, once an automated payment gateway is connected, this page will be updated to reflect gateway-specific refund timelines. We'll update the effective date above whenever that happens.