Refund Policy

1. Overview

Refunds may be granted when an issue is caused by a verifiable technical error on Reeloft's side. In most other cases, completed videos, generated previews, rendered exports, used listing allowances, and consumed credits are non-refundable because computing resources, third-party AI costs, and rendering resources are used immediately when a job is processed.

2. Non-Refundable Items

• Successfully generated or exported real estate videos, including videos created from uploaded property photos, listing links, property descriptions, captions, music, branding, voiceover, avatar narration, or other selected options.
• Used listing allowances, video credits, subscription allowances, or usage balances that have been partially or fully consumed.
• Issues caused by low-quality photos, blurry images, incorrect listing links, private or inaccessible links, removed listing pages, incomplete property details, unsupported file formats, corrupted uploads, or user-side network, browser, or device problems.
• Dissatisfaction based on subjective preferences, including camera movement style, music preference, caption style, wording, pacing, layout, colors, branding, avatar style, voice tone, or overall creative taste, unless there was a clear technical failure.
• Videos that were generated correctly but later became unsuitable because of changes to a property listing, price, availability, agent information, platform requirements, or marketing strategy.
• Any claim that a generated video did not increase views, leads, sales, inquiries, bookings, or listing performance. Reeloft does not guarantee marketing results.

3. Eligible Refund or Credit Restoration Cases

We may issue a refund or restore usage if:

• A video job failed because of a technical error on Reeloft's systems, such as a processing crash, permanent timeout, missing final output, corrupted export, or download failure caused by our service.
• You were mistakenly charged twice for the same purchase.
• You were charged, but the video job never started or never completed because of an internal Reeloft system issue.
• A listing allowance, credit balance, or usage amount was deducted incorrectly due to a verified system error.
• A paid feature was unavailable because of an internal Reeloft issue and no usable output was delivered.

Refund or credit restoration requests must be submitted within 7 days of the affected purchase, charge, failed job, or incorrect deduction.

4. Subscriptions

• You can cancel your subscription anytime to stop future renewals. Access remains active until the end of the current paid billing period.
• Refunds for the current billing cycle are generally not issued once any paid feature, listing allowance, video generation, render, export, or subscription benefit has been used.
• If you cancel within 24 hours of your first subscription purchase and no paid feature, listing allowance, video generation, render, export, or subscription benefit has been used, a full refund may be approved.
• Subscription cancellation does not automatically refund previous charges. To request a refund, you must contact us using the process below.
• Monthly or yearly subscription allowances do not carry a cash value and cannot be exchanged for money once granted, used, expired, or partially consumed, unless required by applicable law.

5. One-Time Purchases, Extra Videos, and Credit Packs

• One-time purchases, extra video purchases, listing packs, or credit packs are generally non-refundable once any related video generation, render, export, or paid feature has started.
• Unused one-time purchases or unused credit packs may be reviewed for a refund if requested within 7 days of purchase and no related usage has occurred.
• If credits or listing allowances were consumed because of a verified Reeloft system error, we may restore the consumed amount instead of issuing a cash refund.

6. AI-Generated Output Limitations

Reeloft uses AI and automated media processing. Generated videos may vary depending on the quality of your photos, property details, selected aspect ratio, selected options, and available listing information. While we work to produce useful real estate marketing videos, we cannot guarantee that every output will perfectly match your creative expectations, replace a professional videographer, comply with every third-party platform rule, or produce specific business results.

7. How to Request a Refund

Email us at tysoft.support@gmail.com with the following information:

• Your name and account email
• Relevant project, video job, listing, payment, or invoice details
• A brief description of the issue
• Screenshots, error messages, or video examples, if helpful

Our team will review logs, payment records, job status, usage history, uploaded inputs, and generated outputs to verify eligibility. We typically respond within 2–5 business days.

8. Refund Method & Timing

Approved refunds are returned to the original payment method through our payment provider, such as Stripe. Posting time may vary depending on your bank, card issuer, or payment provider, but refunds are usually reflected within 5–10 business days after approval.

9. Chargebacks

If you initiate a chargeback before contacting us, we may suspend the related account while the dispute is investigated. Please contact us first whenever possible, because most billing, rendering, or processing issues can be reviewed and resolved more quickly through direct support.

10. Fraud & Abuse

We reserve the right to deny refunds, restore fewer credits, limit access, or disable accounts that show signs of misuse, reselling of credits, automated abuse, repeated refund abuse, payment fraud, unauthorized account sharing, or attempts to exploit the service.

11. Local Consumer Rights

This policy does not limit any rights you may have under applicable consumer protection laws. If local laws provide additional protections that apply to your purchase, those rights will apply regardless of this policy.

12. Changes to This Policy

We may update this Refund Policy from time to time to reflect service changes, pricing changes, operational updates, or legal requirements. The latest version will be posted on our website.

Contact Us

For refund requests or billing questions, contact:

tysoft.support@gmail.com

Tip: Include your account email, video job details, and payment details for the fastest resolution.