Refund Policy

1. Overview

At ReelVan, we strive to provide high-quality video enhancement services. This Refund Policy outlines the conditions under which refunds are granted. By purchasing credits or using our Service, you agree to this policy.

Note: Due to the nature of our service (video processing consumes third-party API resources immediately), refunds are limited to specific circumstances outlined below.

2. Credit Purchase Refunds

2.1 Unused Credits

If you purchase credits and have not yet used them, you may request a full refund within 14 days of purchase.

Conditions:

• No videos have been processed using the purchased credits
• Request made within 14 days of purchase
• Proof of purchase (transaction ID or email receipt)

2.2 Partially Used Credits

If you have used some credits but encountered significant technical issues, we may offer a partial refund at our discretion:

• Refund amount: Cost of unused credits minus a processing fee (10% or $1, whichever is greater)
• Eligibility: Must be requested within 30 days of purchase
• Technical issues: Must be documented and unresolved after contacting support

2.3 Fully Used Credits

If you have consumed all purchased credits by processing videos, no refund is available unless there were significant processing failures (see Section 3).

3. Processing Failure Refunds

3.1 Eligible Processing Failures

You are eligible for a credit refund or reprocessing if your video processing fails due to:

• Technical errors: Server errors, API failures not caused by invalid input
• Quality issues: Processed video is significantly worse than original (corruption, artifacts not present in source)
• Service unavailability: Service downtime exceeding 24 hours

Remedy: We will either:

• Refund the credits consumed for the failed processing, or
• Reprocess the video at no additional charge

3.2 Non-Eligible Processing Issues

Refunds are not available for:

• Subjective quality: "Not as good as expected" when processing completed successfully
• Source limitations: Poor results due to low-quality input video
• User error: Wrong settings selected, wrong file uploaded
• Format incompatibility: Uploading unsupported file types (you'll be notified before processing)
• Exceeded limits: Videos exceeding duration (120s) or file size (500MB) limits

3.3 Filing a Processing Failure Claim

To request a refund for processing failure:

1. Contact support at support@reelvan.com within 7 days of processing
2. Provide your video ID and description of the issue
3. Attach screenshots or video examples if applicable
4. Our team will investigate and respond within 3 business days

4. Subscription Refunds (Future Feature)

Note: ReelVan currently operates on a pay-as-you-go model without subscriptions. If we introduce subscription plans in the future, this section will apply:

• Monthly subscriptions: Non-refundable after the first 7 days of initial subscription
• Annual subscriptions: Prorated refund available within 30 days of purchase
• Cancellation: You can cancel at any time; access continues until the end of the billing period

5. Chargeback Policy

5.1 Dispute Resolution

Before filing a chargeback, please contact us at support@reelvan.com. We are committed to resolving billing disputes quickly and fairly.

5.2 Chargeback Consequences

If you file a chargeback without contacting us first:

• Your account will be immediately suspended pending investigation
• If the chargeback is found to be invalid, your account may be permanently terminated
• You will be responsible for chargeback fees ($15-$25)

5.3 Fraudulent Chargebacks

Fraudulent chargebacks (e.g., claiming "did not receive service" after successfully processing videos) may result in:

• Permanent account termination
• Legal action to recover damages
• Reporting to credit bureaus and fraud prevention agencies

6. Refund Process

6.1 How to Request a Refund

1. Email support@reelvan.com with subject line: "Refund Request - [Your Email]"
2. Include:
   • Your account email
   • Transaction ID or payment receipt
   • Reason for refund request
   • Supporting documentation (if applicable)
3. Our team will review your request within 3 business days
4. If approved, refund will be processed within 5-10 business days

6.2 Refund Method

Refunds are issued to the original payment method used for purchase:

• Credit/Debit Card: Refund processed via Stripe, appears in 5-10 business days
• PayPal: Refund appears in PayPal account within 3-5 business days

We cannot refund to a different payment method or provide cash refunds.

6.3 Refund Currency

Refunds are issued in the original currency of purchase. Exchange rate fluctuations are not compensated.

7. Special Circumstances

7.1 Service Discontinuation

If ReelVan discontinues the Service, users with unused credits purchased within the last 90 days will receive a full refund.

7.2 Account Termination by ReelVan

If we terminate your account for violating our Terms of Service:

• No refund for unused credits
• Credits are forfeited upon termination

If we terminate your account due to our error or technical issues, you will receive a full refund for unused credits.

7.3 Free Tier and Promotional Credits

• Signup bonus credits: Not refundable (they were free)
• Promotional credits: Not refundable or transferable
• Referral credits: Not refundable

8. Money-Back Guarantee (New Users)

8.1 First Purchase Guarantee

For first-time purchasers, we offer a satisfaction guarantee:

• If you process your first video and are not satisfied with the quality, contact us within 48 hours
• We will either reprocess the video with adjusted settings or refund the credits used
• This guarantee applies only to your first processed video

8.2 Guarantee Exclusions

The money-back guarantee does not apply if:

• The input video was of very low quality or corrupted
• You selected inappropriate settings for your video
• You violated our Terms of Service

9. Credit Expiration

Credits never expire. You can use purchased credits at any time, and they remain in your account indefinitely.

However, if your account is inactive for 2+ years, we may send a reminder to use your credits. If still inactive after 3 years, we reserve the right to close dormant accounts after providing 60 days' notice via email.

10. Tax and Fees

Refunds are processed for the amount paid excluding any processing fees charged by payment processors (Stripe, PayPal). ReelVan is not responsible for these third-party fees.

If taxes were charged on your purchase, tax refunds are processed according to local tax regulations. Contact your local tax authority for questions about tax refunds.

11. Exceptions and Final Decisions

ReelVan reserves the right to make exceptions to this policy on a case-by-case basis. All refund decisions are final and at the sole discretion of ReelVan management.

We may update this Refund Policy from time to time. Material changes will be announced via email and on our website.

12. Contact Us

For refund requests or questions about this policy:

• Email: support@reelvan.com
• Subject Line: "Refund Request" or "Refund Policy Question"
• Response Time: We respond to all refund requests within 3 business days

13. Summary of Refund Eligibility

14. Relationship to Terms of Service

This Refund Policy is part of our Terms of Service. In case of conflict between this policy and the Terms of Service, the Terms of Service shall prevail.