退款政策

1. When refunds are available

• Mainland China, the European Union and the United Kingdom: the 14-day right of withdrawal below applies, in addition to section 2.
• Elsewhere: credit packages and plans are not refundable, except as set out in section 2.

If you are a consumer in Mainland China, the European Union or the United Kingdom, you may withdraw from a purchase of a credit package or a plan within 14 days of the purchase, without giving a reason. Plans renew automatically at the end of each billing period until cancelled, and each renewal is a separate purchase with its own 14-day withdrawal period.

To withdraw, email support@loreels.comfrom the address registered to your account, stating the order and that you withdraw from the contract. We confirm receipt by email straight away. If you asked us at checkout to start supplying immediately, you pay for what we supplied before you withdrew: for a credit package, the credits you used; for a plan, the greater of the share of the period that has passed and the share of the plan's credits you used. We refund the rest. Otherwise we refund the full amount. We make the refund no later than 14 days after we receive your withdrawal, to the payment method you used and at no cost to you. Nothing in this policy limits any other statutory right you have.

Withdrawing from a plan purchase is not the same as cancelling a plan. Cancelling takes effect at the end of the period you have paid for and does not remove credits already granted to you. If instead you withdraw from a plan purchase, that plan ends when we accept the withdrawal: we stop granting further credits, the credits included in that purchase that you have not yet used are removed, and the limits that came with the plan stop applying. Section 4a of the Terms of Service sets out cancellation and the rest of what happens when a plan ends, and section 5 of those Terms explains that the right to use Output commercially that the plan granted does not survive a purchase that is refunded or withdrawn in full.

2. Exceptions handled at any time

The following cases are refunded in full once verified, regardless of when you report them:

• A duplicate charge for the same order.
• A payment that succeeded but whose credits were never added to your organization.
• A charge made without the authorization of the account holder.

3. What is not refundable

• Credits that have already been used for jobs, marketplace purchases or template recipes, except for the proportionate refund under section 1 and the return of credits for a defective job under section 5b.
• Bonus or promotional credits granted free of charge. They are removed when the package is refunded.
• Credits earned through the Service, such as creator earnings and incentive rewards.
• Any purchase outside sections 1 and 2.

4. How to request a refund

Email support@loreels.com from the address registered to your account with the order number, payment date, amount and the reason for the request. We confirm receipt within 2 business days. From that confirmation, the credits covered by the request are held and cannot be spent until the request is decided. We issue approved refunds no later than 14 days after we receive your request or withdrawal notice.

5. How refunds are paid

Approved refunds are returned to the original payment method. Card issuers and banks usually post the funds within 5 to 15 business days after we issue the refund. When a refund is issued, the corresponding credits are removed from your organization's balance.

5a. Marketplace purchases

Purchases of assets and template recipes are not refundable, except under section 1 for consumers in Mainland China, the European Union or the United Kingdom and under the Marketplace Rules. If an asset is removed because of a rights complaint, fraud or a breach of the Marketplace Rules, the credits for affected purchases are automatically returned to the buyer's balance under the Marketplace Rules. Credits returned this way cannot then be refunded as cash.

5b. Failed and defective jobs

If a job fails, the credits reserved for it are released automatically and nothing is charged for it. If a completed job has a technical defect — the output is blank or corrupted, has no audio when audio was requested, is shorter or lower in resolution than the specification you were charged for, is visibly truncated, or the same job was charged to your balance more than once — you can report it from that job in the Service. Reports are accepted for a limited period after the job completes, and we may limit how many reports one identity makes in a calendar month and how much we return this way in a calendar month; where a report falls outside those limits we tell you so when you submit it. If we confirm the defect, we return the credits charged for that job to your balance. Credits returned this way are restored as they were charged and keep the expiry date the original credits had, so any that had already expired are not revived. A return under this section is made in credits and is not a payment of money. We do not return credits because you are not satisfied with the creative result of a job that worked as intended. This section is in addition to section 1 and does not limit it.

5c. Team plans and plans agreed in writing

A team plan bought on Loreels is covered by section 1 in the same way as any other plan, with these differences. The withdrawal notice must come from an administrator of the organization that bought the plan. What we supplied before the withdrawal is measured across the whole organization: use of the plan's credits by any member counts, whoever used them. When a team plan purchase is withdrawn, that plan ends, the credits included in that purchase are removed — including any part of them already allocated to members — and the organization becomes read-only in the way described in section 4a of the Terms of Service until a team plan is active again. Plans that those members hold in their other identities, such as their personal accounts, are not affected. Where we have agreed a plan with your organization under a separate written agreement, the refund terms of that agreement apply instead of this policy, except that no agreement removes a statutory right of withdrawal that applies to you.

6. Disputes

Please contact us before opening a dispute with your bank or card issuer. Most payment problems are resolved faster directly with our support team.