Back

Refund & Cancellation Policy

Last updated: October 29, 2026

This Refund & Cancellation Policy applies to purchases of reelmix subscriptions and credits made at https://reelmix.ai or https://app.reelmix.ai. reelmix is operated by YC2123 LLC, a Wyoming limited liability company doing business as reelmix, 30 N Gould St, Ste R, Sheridan, WY 82801, United States. This Policy is part of our Terms of Service.

1. Our Refund Promise — 14 Days

We want you to be confident in your purchase. You may request a refund within 14 days of the charge, as described below.

1.1. First subscription payment

If you are subscribing to reelmix for the first time, you may request a full refund of your first monthly or annual subscription payment within 14 days of the initial charge, provided you have used less than 20% of the credits included in that payment.

If you have used 20% or more of the included credits, we will refund the unused portion: the payment amount multiplied by the share of included credits you have not used.

1.2. Credit packs (Top-up credits)

You may request a refund for a credit pack within 14 days of purchase for any unused credits from that pack. Credits that have already been used to generate or publish content are not refundable.

1.3. Renewal payments

Subscription renewals are not refundable once the new billing period has started, except in the following cases:

  • you were charged after you had cancelled;
  • you were charged twice for the same period;
  • an annual renewal was charged and you request a refund within 14 days of the renewal date and have used less than 20% of the credits for the new period.

1.4. Service problems

If a technical failure on our side prevented you from using the Service for a significant part of a paid period, or a generation was defective due to our error, contact us. Credits for failed generations and failed publications are returned to your balance automatically. Where credits cannot fix the problem, we will offer a pro-rated refund.

1.5. What is not refundable

  • Free starter credits and promotional credits.
  • Credits that have been used.
  • Credits that have expired (Top-up credits expire 90 days after purchase; subscription credits expire at the end of their period).
  • Accounts terminated for breach of our Terms of Service or Acceptable Use & Content Policy, except where required by law.

2. Your Statutory Rights (EU, UK, and Other Regions)

If you are a consumer in the European Union, the United Kingdom, or another country that grants a statutory right of withdrawal for digital services, you have 14 days from the date of purchase to withdraw from the contract without giving a reason.

Because the Service is delivered immediately, at checkout you are asked to request that the Service start right away. If you withdraw within 14 days after the Service has started, we will refund the amount you paid minus a proportionate amount for the Service already provided, which we calculate from the credits you have used. Nothing in this Policy limits your mandatory consumer rights under applicable law.

3. How to Request a Refund

  1. Email support@reelmix.ai from the email address on your account, or use Settings → Billing → Request a refund in the app.
  2. Include your account email, the date and amount of the charge, and the reason (optional).
  3. We confirm receipt within 2 business days and decide within 5 business days.

Approved refunds are issued to the original payment method through our payment processor (Waffo Pancake or Stripe, depending on how you paid). Banks usually post refunds within 5–10 business days. When a refund is issued, the credits included in the refunded payment are removed from your balance.

Please contact us before filing a chargeback with your bank. Chargebacks for charges that are eligible for a refund under this Policy delay the process for everyone.

4. How to Cancel Your Subscription

You can cancel at any time — no call or email required.

  1. Sign in at https://app.reelmix.ai.
  2. Go to Settings → Subscription.
  3. Click Cancel subscription and confirm.

You can also cancel by emailing support@reelmix.ai from your account email.

What happens when you cancel:

  • Automatic renewal stops immediately. You receive a confirmation email within 10 minutes.
  • You keep access to paid features and your remaining subscription credits until the end of the current billing period.
  • At the end of the period, unused subscription credits expire. Unused Top-up credits remain usable until their 90-day expiry if you resubscribe.
  • Your characters, assets, and content are stored for 30 days after the end of the paid period and then permanently deleted. You can download your content or resubscribe during this time.
  • Cancelling does not by itself create a refund. If you are within a refund window above, request a refund as described in Section 3.

Pause instead of cancel. Where offered, you can pause your subscription for up to one month instead of cancelling.

5. Auto-Renewal and Auto Top-Up

Subscriptions renew automatically at the end of each monthly or annual billing period until cancelled. We ask for your explicit consent to automatic renewal at checkout. For annual plans, we send a reminder email at least 7 days before renewal.

If you enabled auto top-up, you can turn it off at any time in Settings → Billing. Auto top-up purchases are covered by Section 1.2.

6. Changes to This Policy

We may update this Policy. Changes apply to purchases made after the update date shown above. For material changes, we notify subscribers by email at least 14 days in advance.

7. Contact

YC2123 LLC, doing business as reelmix
30 N Gould St, Ste R, Sheridan, WY 82801, United States
Billing, refunds, and support: support@reelmix.ai