Refund Policy

1. The refund window

You may ask for a refund within 14 days of a charge, for any reason. You do not have to explain why, and you do not have to show that anything went wrong. If you changed your mind, or the product is not what you expected, that is enough.

The window applies to subscription payments and to one-off credit-pack purchases, whether it is your first payment or a renewal. On a renewed month, the 14 days are counted from the renewal date — so a renewal you did not intend to keep is refundable on the same terms as a first purchase.

2. How to request a refund

Refunds are issued by Paddle, and requests go to Paddle. Paddle is our merchant of record: it takes the payment, it holds the transaction, and it is the party that can send money back to your card. We cannot process a card refund on Paddle's behalf, so a request sent only to us would take longer than one sent to Paddle.

1. Go to Paddle — the buyer support site is paddle.com buyer support (paddle.net is Paddle's buyer-facing domain), and say you want a refund.
2. Have your details ready: the email address you used at checkout, and (if you have them) your Paddle invoice or transaction reference, your FicReel account email, and the date of the charge.
3. Send the request within 14 days of the charge. If the window has passed and you are asking because something went wrong on our side, write to us anyway — we would rather look at it than refuse on a technicality.

If you are not sure where to start, write to admin@mail.ficreel.com and tell us the account email and the charge date. We will point you at the right Paddle route for your transaction; we just cannot be the party that issues the refund.

3. What happens to credits you have already spent

Credits are what pays for generation, and generation costs us money the moment it runs. So the rule is straightforward, and it is the same whether you ask for a refund of a subscription or of a credit pack:

This is not a condition on your right to a refund, and it is not a deduction we invent: it is simply that a generation that already ran cannot be un-run, while everything you have not consumed can be given back.

4. Failed generations are refunded automatically

A generation that fails is not charged. When a render fails, the credits reserved for that shot are returned to your credit balance automatically — you do not need to ask, and you do not need to contact support. The editor tells you it happened, with the reason the run failed and a retry control.

Because failures are returned to your balance, there is normally nothing to refund for them. If you believe credits were consumed by a run that produced nothing usable, write to admin@mail.ficreel.com with the project name and the shot number: we will check the run and correct the balance if it was charged wrongly.

5. Cancelling a subscription

You can cancel at any time. Cancelling is not the same as a refund, and it is worth knowing the difference:

• Cancelling stops future renewals. Your subscription ends at the end of the period you have already paid for.
• You keep access until the end of that paid period — the plan, the monthly allowance and your existing projects all keep working until the period runs out.
• Cancelling does not, on its own, return money for the current period. If you want money back for the charge you have just paid, ask Paddle for a refund under section 2 within 14 days — you can cancel and request a refund, and they are handled as two separate things.
• Unused credits do not roll over month to month, so credits left over when the period ends are not carried into a future subscription.

To cancel, use the subscription controls in your account, or contact Paddle as merchant of record (see Paddle buyer support). If you cancel through us, do it in time: a cancellation actioned after the renewal date cannot undo that renewal, though the refund window in section 1 still applies to it.

6. How long a refund takes to appear

Paddle issues the refund to the payment method you used. Once Paddle approves it, banks and card networks typically take 5 to 10 business days to show the credit on your statement — that time is the card network's, not ours, and it can be longer for some banks or for wallets.

You will get a confirmation from Paddle when the refund is issued. If it has been more than 10 business days since that confirmation and you still cannot see it, contact Paddle with the refund reference — they can trace the transaction in a way we cannot. Copy us at admin@mail.ficreel.com if you would like us to follow up alongside you.

7. Your statutory rights

This policy is an extra right on top of the law, not a replacement for it. Nothing here limits any right you have under mandatory consumer law where you live, and nothing here requires you to waive a right in order to get a refund. Where the law gives you a stronger right than this policy — for example a longer cancellation right, or a remedy for a service that was not provided — that right applies.

If you think this policy has been applied to you unfairly, write to admin@mail.ficreel.com and we will look at the decision again. Our Terms of Service and Privacy Notice are on the Terms of Service and Privacy Notice pages.

8. Contact

Refunds are requested from Paddle (see section 2). For anything else about a charge — a credit balance you think is wrong, a failed run, or a question about which of your payments a refund would cover — contact us at admin@mail.ficreel.com from the email address on your account, and include your project name if the question is about a specific generation.