Legal

Refund & Cancellation Policy

When a payment can be refunded, how to cancel, and what happens to a plan you stop using. The short version is the first chapter, and it is short on purpose.

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Effective Date: 18 August 2026
Last Updated: 18 August 2026

This Refund & Cancellation Policy (the "Policy") explains when payments for ReelUse may be cancelled, refunded, credited, adjusted, or treated as non-refundable.

ReelUse is operated by ReelUse Technologies Limited, a private company limited by shares incorporated in the Federal Republic of Nigeria with company registration number RC 9782918, having its registered address at 1, Olaniyan Close, Off Mobolaji Bank Anthony Way, Ikeja, Lagos State, Nigeria, 100271 ("ReelUse," "we," "us," or "our").

This Policy forms part of, and should be read together with, the ReelUse Terms of Use available at https://reeluse.com/terms and any plan, order, checkout, promotional, enterprise, or payment-provider terms applicable to your purchase.

IMPORTANT: REELUSE SUBSCRIPTIONS GENERALLY RENEW AUTOMATICALLY. CANCELLING A SUBSCRIPTION STOPS FUTURE RENEWALS BUT DOES NOT, BY ITSELF, CREATE A RIGHT TO A REFUND OF AMOUNTS ALREADY CHARGED. OUR VOLUNTARY FIRST-SUBSCRIPTION REFUND GUARANTEE IS LIMITED TO THE CONDITIONS IN THIS POLICY. NOTHING IN THIS POLICY EXCLUDES OR RESTRICTS A CONSUMER RIGHT THAT CANNOT LAWFULLY BE EXCLUDED OR RESTRICTED.

1. PURPOSE AND SCOPE

1.1 This Policy applies to purchases of recurring ReelUse subscriptions, including monthly and annual Paid Plans, and to other paid ReelUse services where the checkout, order form, or applicable terms expressly incorporate this Policy.

1.2 This Policy governs the commercial refund rights voluntarily offered by ReelUse in addition to any mandatory rights that may arise under Applicable Law.

1.3 This Policy does not create a right to cash value for Free Plans, free trials, promotional credits, goodwill credits, referral benefits, complimentary Runs, bonus allowances, or other benefits for which no monetary consideration was paid, except to the extent Applicable Law requires otherwise.

1.4 If an Order Form, enterprise agreement, written promotional offer, or other written agreement signed or expressly issued by ReelUse contains refund or cancellation terms that differ from this Policy, that more specific agreement controls for that purchase to the extent of the inconsistency.

1.5 Where a payment provider acts as merchant of record for a transaction, that provider's mandatory buyer terms, statutory withdrawal rules, and payment-processing procedures may also apply. Nothing in this Policy is intended to reduce any mandatory right administered by that provider.

2. DEFINITIONS

For purposes of this Policy:

"Account" means the ReelUse account through which the Service is accessed.

"Applicable Law" means any law, regulation, court order, mandatory consumer-protection rule, payment-scheme rule having binding legal effect, or other legal requirement applicable to the relevant transaction.

"Business Customer" means a person or entity purchasing or using ReelUse wholly or mainly for purposes relating to a trade, business, profession, organisation, ministry, charity, educational institution, agency, employer, or other commercial or institutional activity, rather than primarily for personal, family, or household purposes.

"Consumer" means an individual who qualifies as a consumer under Applicable Law in relation to the relevant purchase.

"Customer" means the person or entity that purchases or uses a Paid Plan.

"Customer Content" has the meaning given in the ReelUse Terms of Use and includes recordings, audio, video, transcripts, images, branding material, and other content submitted to ReelUse.

"First Paid Subscription" means the first recurring Paid Plan purchased by a Customer, excluding renewals, plan migrations following an earlier paid subscription, or a new Account reasonably determined to be associated with a Customer that previously received or attempted to obtain the benefit of ReelUse's voluntary first-subscription refund guarantee.

"Job" or "Run" means a request submitted through ReelUse to process Customer Content and create or evaluate one or more Outputs.

"Paid Plan" means a paid subscription plan offered by ReelUse.

"Subscription Period" means the monthly or annual billing period for which a Paid Plan is purchased or renewed.

"Output" means a clip, caption, transcript, crop, selection, ranking, recommendation, export, or other output generated, prepared, or made available through ReelUse.

3. THE SHORT VERSION

3.1 Subject to the rest of this Policy:

(a) First Paid Subscription: You may request a refund within fourteen (14) calendar days after the initial charge for your First Paid Subscription.

(b) No paid Runs consumed: If no paid Run has been consumed during that period, an approved voluntary refund will ordinarily be for the subscription amount actually paid, subject to taxes, payment-provider treatment, charge reversals, and Applicable Law.

(c) Paid Runs consumed: If one or more paid Runs have been consumed, ReelUse may deduct the proportionate value of the consumed Runs from an otherwise eligible voluntary refund.

(d) Renewals: Subscription renewals are generally non-refundable unless a refund is required by Applicable Law, the charge was duplicated or made in error, ReelUse materially failed to provide the paid Service, a payment provider grants a refund under rights applicable to the transaction, or ReelUse expressly approves an exception.

(e) Cancellation: Cancelling stops future renewal. Unless this Policy or Applicable Law says otherwise, it does not undo the current Subscription Period or automatically generate a refund.

(f) Subjective dissatisfaction: A preference for different clips, captions, framing, timing, style, ranking, or editorial selections does not by itself mean that the Service was not supplied and does not automatically create a refund right.

(g) Mandatory rights: If Applicable Law gives you stronger rights than this Policy, those stronger rights apply.

3.2 Section 3 is a summary only. If there is a conflict between this summary and the detailed provisions below, the detailed provisions control.

4. VOLUNTARY 14-DAY FIRST-SUBSCRIPTION REFUND GUARANTEE

4.1 ReelUse offers a voluntary refund opportunity for a Customer's First Paid Subscription, subject to this Section 4.

4.2 To qualify under this voluntary guarantee, all of the following must ordinarily be true:

(a) the request relates to the Customer's First Paid Subscription;

(b) ReelUse or the applicable merchant of record receives the refund request no later than fourteen (14) calendar days after the initial successful subscription charge;

(d) the purchase has not already been refunded, reversed, charged back, or credited in full;

(e) the request is not fraudulent, abusive, manipulative, or part of an attempt to obtain repeated free use of the Service; and

(f) no exclusion in this Policy applies, subject always to non-waivable rights under Applicable Law.

4.3 The fourteen-day period begins on the calendar date on which the initial subscription payment is successfully captured, unless Applicable Law requires a different calculation.

4.4 A request submitted after the voluntary fourteen-day period is not eligible under ReelUse's voluntary first-subscription guarantee. ReelUse may nevertheless issue a refund or credit in its discretion, and mandatory statutory rights remain unaffected.

4.5 The voluntary guarantee is intended to give a genuine new paying Customer a reasonable opportunity to determine whether ReelUse is suitable. It is not intended to provide repeated cycles of paid processing followed by refunds.

5. FULL REFUNDS WHERE NO PAID RUN HAS BEEN CONSUMED

5.1 If a refund request qualifies under Section 4 and no paid Run included with the First Paid Subscription has been consumed, ReelUse will ordinarily approve a refund of the subscription amount actually paid for that First Paid Subscription.

5.2 Any refund remains subject to:

(a) mandatory tax treatment;

(b) the payment provider's ability to reverse or refund the original transaction;

(d) any amount already separately returned or credited; and

(e) Applicable Law.

5.3 ReelUse will not impose an arbitrary cancellation penalty on a qualifying unused First Paid Subscription refund. This does not prevent legally permitted deductions required by a payment provider, tax authority, or Applicable Law where those amounts cannot lawfully or practically be returned by ReelUse.

6. PARTIAL REFUNDS WHERE PAID RUNS HAVE BEEN CONSUMED

6.1 If a Customer qualifies for ReelUse's voluntary first-subscription refund but has consumed one or more paid Runs, ReelUse may deduct the value reasonably attributable to the paid Runs already supplied.

6.2 Unless a different calculation is required by Applicable Law or was clearly disclosed for a particular Plan, the ordinary calculation is:

Refund Amount = Eligible Subscription Amount Paid - Value of Paid Runs Consumed.

6.3 For a Plan with a defined Run allowance, the ordinary per-Run value is calculated by dividing the subscription amount actually paid for the relevant Subscription Period by the total paid Run allowance attributable to that Subscription Period.

6.4 If an annual plan provides Run allowances in recurring monthly tranches, ReelUse may calculate the total paid Run allowance by reference to the aggregate paid Run entitlement for the annual Subscription Period, unless the checkout or Plan terms clearly provide another method.

6.5 Promotional, referral, bonus, gifted, or complimentary Runs that did not form part of the paid entitlement may be excluded when calculating the paid Run allowance.

6.6 A Run will ordinarily be treated as consumed for refund-calculation purposes when ReelUse has materially processed the submitted Customer Content and made a substantive Output available to the Customer. A Job that fails before a substantive Output is made available and for which ReelUse restores the relevant Run or usage allowance will not ordinarily count as a consumed paid Run for this purpose.

6.7 If a Plan is not reasonably measurable by a Run allowance, ReelUse may calculate a proportionate deduction based on the measurable paid service already supplied, provided that the calculation is reasonable, applied in good faith, and consistent with Applicable Law.

6.8 A usage deduction is intended to account for service already supplied and infrastructure already consumed; it is not a contractual penalty.

6.9 Under no circumstances will a voluntary usage deduction cause the Customer to owe ReelUse more than the amount otherwise refundable under the relevant transaction solely because the Customer requested a refund.

7. ONE-TIME NATURE OF THE VOLUNTARY GUARANTEE

7.1 ReelUse's voluntary First Paid Subscription refund guarantee is available only once to a Customer.

7.2 ReelUse may treat Accounts as belonging to the same Customer for purposes of this rule where there is a reasonable connection, including common ownership or control, organisation, payment method, billing identity, user identity, or evidence that multiple Accounts were created primarily to repeat a promotional or refund entitlement.

7.3 A Customer is not entitled to create or use additional Accounts, entities, email addresses, payment methods, or identities to obtain multiple first-subscription refunds.

7.4 This Section does not limit any separate statutory refund right that applies independently to a later transaction.

8. MONTHLY SUBSCRIPTIONS

8.1 Monthly Paid Plans renew automatically each month unless cancelled before the applicable renewal is processed.

8.2 Cancelling a monthly Paid Plan ordinarily prevents the next monthly renewal and leaves the Paid Plan active until the end of the current paid Subscription Period.

8.3 Except for the voluntary First Paid Subscription refund described above, billing errors, Service failures covered by this Policy, discretionary exceptions, or mandatory rights under Applicable Law, amounts charged for an already-commenced monthly Subscription Period are non-refundable.

8.4 ReelUse does not ordinarily issue prorated cash refunds merely because a Customer cancels part-way through a monthly Subscription Period or does not use all included Runs, features, processing capacity, or other allowances.

9. ANNUAL SUBSCRIPTIONS

9.1 Annual Paid Plans renew automatically for additional annual Subscription Periods unless cancelled before renewal.

9.2 A Customer purchasing an annual Paid Plan may use the voluntary First Paid Subscription refund guarantee in Section 4 if the annual subscription is that Customer's First Paid Subscription and the request is submitted within the applicable fourteen-day period.

9.3 After that voluntary period expires, an annual-plan fee is generally non-refundable merely because the Customer later decides not to use ReelUse, uses less than anticipated, changes business priorities, stops publishing content, or forgets to cancel.

9.4 Cancellation of an annual Paid Plan ordinarily prevents the next annual renewal but does not terminate or refund the already-paid annual Subscription Period. Unless the Service or Applicable Law requires otherwise, the Customer retains access to the paid Plan through the end of the current annual Subscription Period.

9.5 ReelUse does not ordinarily provide monthly pro-rata cash refunds for unused portions of an annual Paid Plan after the voluntary refund period expires.

9.6 Nothing in this Section limits a non-waivable Consumer remedy for non-performance, defective service, unlawful renewal, misleading conduct, or any other matter for which Applicable Law requires a refund, cancellation right, price reduction, or other remedy.

10. AUTOMATIC RENEWAL

10.1 Paid Plans are recurring and automatically renew unless the checkout, Order Form, or Plan description expressly states otherwise.

10.2 By purchasing a recurring Paid Plan, the Customer authorises recurring charges at the disclosed billing frequency until cancellation, subject to Applicable Law and any required renewal or price-change notices.

10.3 Customers are responsible for cancelling before a renewal is processed if they do not wish to continue the subscription.

10.4 A failure to use the Service, failure to log in, failure to consume available Runs, failure to read a renewal reminder, or failure to cancel before the renewal date does not by itself entitle a Customer to a refund of a valid renewal charge, except where Applicable Law provides otherwise.

10.5 ReelUse may, but is not required to, consider a prompt request concerning an unintended renewal as a discretionary exception. Any such exception is case-specific and does not create a continuing right or precedent.

10.6 If Applicable Law requires ReelUse or a merchant of record to provide renewal reminders, cooling-off rights, post-renewal cancellation rights, or refunds, those requirements apply notwithstanding this Section.

11. HOW TO CANCEL

11.1 A Customer may cancel a recurring Paid Plan through the billing or subscription controls made available in the Account.

11.2 Where self-service cancellation is unavailable or does not function correctly, the Customer may contact support@reeluse.com from the email address associated with the Account and request cancellation.

11.3 A cancellation request must contain enough information for ReelUse to identify the Account and subscription. ReelUse may reasonably verify the requester's authority before changing a subscription, particularly for organisational Accounts.

11.4 Cancellation is effective when it is successfully recorded by ReelUse or, where relevant, by the merchant of record. Customers should retain any cancellation confirmation provided.

11.5 Merely uninstalling software, deleting a browser bookmark, ceasing use of ReelUse, removing Customer Content, deleting an individual Job or Run, revoking a connected third-party account, or replacing a payment card does not necessarily cancel a subscription.

11.6 Deleting an Account and cancelling a subscription are related but distinct actions. A Customer who wishes to stop future billing should cancel the subscription as described above even if the Customer also intends to delete the Account.

12. UNUSED RUNS, UNUSED TIME, AND UNUSED FEATURES

12.1 Except where expressly stated otherwise for a particular Plan, unused Runs, processing allowances, storage entitlements, export allowances, features, or remaining subscription time have no separate cash-redemption value.

12.2 No refund or cash credit is ordinarily due solely because a Customer:

(a) did not submit enough recordings to use the Plan allowance;

(b) did not download Outputs before they expired or were deleted;

(d) did not publish or monetise an Output;

(e) did not achieve an expected audience, engagement, conversion, revenue, or social-media result; or

(f) stopped using ReelUse before the end of the Subscription Period.

12.3 Whether unused allowances roll over, expire, or reset depends on the Plan terms shown at checkout, on the pricing page, or in the Account.

13. AI, AUTOMATED SELECTION, AND SUBJECTIVE OUTPUT QUALITY

13.1 ReelUse uses automated systems to analyse recordings and identify or generate potentially useful clips, captions, transcripts, crops, and related Outputs.

13.2 Editorial quality and usefulness are partly subjective. Different people may reasonably disagree about which passage is the "best" clip, whether a clip is compelling, where a clip should begin or end, how captions should look, or whether an Output will perform well on a social platform.

13.3 Accordingly, a Customer is not automatically entitled to a refund merely because the Customer:

(a) prefers different moments from those selected by ReelUse;

(b) dislikes the style, pacing, crop, captions, ranking, recommendation, or other editorial characteristic of an Output;

(d) does not obtain a desired number of views, followers, leads, sales, donations, registrations, engagements, or other downstream results;

(e) disagrees with an automated transcript or caption and has available correction or editing options; or

(f) decides that ReelUse is not suitable after using the Service outside the voluntary refund period.

13.4 This Section does not excuse a material failure by ReelUse to provide a service that Applicable Law requires ReelUse to provide with reasonable care, skill, quality, or conformity.

14. SOURCE-MATERIAL AND CUSTOMER-SIDE ISSUES

14.1 Refunds are not ordinarily due for problems caused primarily by Customer Content, Customer equipment, Customer instructions, or third-party systems outside ReelUse's reasonable control.

14.2 Examples include:

(a) corrupt, damaged, incomplete, unsupported, excessively low-quality, or incorrectly encoded source files;

(b) very poor audio, background noise, overlapping speakers, unintelligible speech, or other source conditions that materially affect transcription or selection quality;

(c) submission of the wrong file, wrong link, wrong recording, duplicate content, or content the Customer later decides should not have been submitted;

(d) loss of Internet connectivity, local-device failure, browser problems, firewall restrictions, or Customer network problems;

(e) a YouTube, cloud-storage, social-media, or other third-party link becoming private, unavailable, restricted, removed, region-blocked, or inaccessible;

(f) the Customer lacking copyright, privacy, performer, speaker, music, publicity, consent, or other rights necessary to process or publish the material;

(g) a social platform rejecting, muting, demonetising, downranking, removing, or restricting an Output;

(h) the Customer deleting a Job, Run, Output, file, or Account; or

(i) the Customer failing to download or preserve an Output before it becomes unavailable under the applicable Plan or retention rules.

14.3 ReelUse may nevertheless restore a Run, permit reprocessing, issue a service credit, or provide another remedy where it considers that solution commercially appropriate.

15. FAILED RUNS AND MATERIAL SERVICE FAILURES

15.1 ReelUse aims not to charge Customers for Runs that fail before a substantive Output is produced. Where technically supported, ReelUse may automatically restore a Run or usage allowance after a qualifying processing failure.

15.2 A restored Run, successful reprocessing, replacement Output, or equivalent service credit may be the first-line remedy for an isolated technical failure where that remedy reasonably cures the problem and Applicable Law permits it.

15.3 If ReelUse materially fails to provide a paid service and cannot remedy the failure within a reasonable period, ReelUse may provide an appropriate remedy such as re-performance, restoration of usage, service credit, extension, partial refund, or full refund depending on the nature and extent of the failure and any mandatory remedy required by Applicable Law.

15.4 Where a Consumer is entitled under Nigerian law to a refund or reasonable price reduction because a service was not rendered or materially failed applicable quality standards, nothing in this Policy removes that right.

15.5 Scheduled maintenance, short-lived interruptions, ordinary processing delays, beta-feature failures, third-party outages, force-majeure events, or circumstances expressly disclosed as limitations of the Service do not automatically entitle a Customer to a cash refund, except where Applicable Law requires otherwise.

16. DUPLICATE CHARGES AND BILLING ERRORS

16.1 If ReelUse or its payment provider charges the same Customer more than once for the same intended transaction, ReelUse will investigate and, where a duplicate charge is confirmed, arrange an appropriate reversal, refund, or account adjustment.

16.2 If a Customer believes an amount, plan, tax, discount, currency, renewal, or other billing item is incorrect, the Customer should contact support@reeluse.com promptly with the relevant transaction details.

16.3 Reporting a suspected billing error does not itself establish that an error occurred. ReelUse may review checkout records, Account history, payment-provider records, subscription events, usage, invoices, receipts, and other relevant evidence.

16.4 A confirmed billing error will be corrected in accordance with Applicable Law and the payment provider's processing capabilities.

17. UPGRADES, DOWNGRADES, AND PLAN CHANGES

17.1 Upgrades may take effect immediately and may involve a prorated charge, credit, or billing adjustment as shown in the Account or by the payment provider.

17.2 Downgrades ordinarily take effect at the end of the current Subscription Period unless ReelUse's billing interface states otherwise.

17.3 A Customer is not ordinarily entitled to a cash refund merely because the Customer voluntarily downgrades to a lower-priced Plan after paying for a higher-priced Subscription Period.

17.4 If a plan change generates a credit balance through the applicable billing system, the use, expiry, and refundability of that credit are governed by the displayed billing terms, the payment provider's rules, and Applicable Law.

18. FREE TRIALS, PROMOTIONS, DISCOUNTS, GIFTS, AND CREDITS

18.1 ReelUse may offer free trials, promotional pricing, referral benefits, gift codes, bonus Runs, service credits, coupons, or other incentives.

18.2 Unless expressly stated otherwise, promotional and complimentary benefits:

(a) have no cash value;

(b) are non-transferable;

(d) may expire in accordance with their stated terms; and

(e) may be cancelled or reversed if obtained through fraud, duplicate Accounts, misrepresentation, automated abuse, or circumvention of eligibility restrictions.

18.3 A refund of a paid transaction may result in the cancellation or reversal of credits, bonus Runs, discounts, referral rewards, or promotional entitlements arising from that transaction.

18.4 Where a free or discounted trial converts automatically to a paid subscription, the conversion and cancellation terms disclosed at signup apply, subject to mandatory law.

19. ACCOUNT SUSPENSION OR TERMINATION FOR BREACH

19.1 If ReelUse suspends or terminates an Account because of a material or repeated breach of the Terms of Use, unlawful activity, payment fraud, abuse, infringement, security risk, prohibited content, or circumvention of Service restrictions, fees already paid are generally non-refundable to the fullest extent permitted by Applicable Law.

19.2 ReelUse may offset or withhold a voluntary refund where reasonably necessary to account for amounts lawfully owed to ReelUse, fraudulent transactions, chargebacks, or other recoverable losses, subject to Applicable Law.

19.3 Nothing in this Section permits ReelUse to retain payment for a service where Applicable Law requires a refund notwithstanding the Customer's breach.

20. DISCONTINUATION BY REELUSE

20.1 ReelUse may change or discontinue Plans, features, or the Service in accordance with the Terms of Use.

20.2 If ReelUse permanently discontinues the paid Service as a whole before the end of a prepaid Subscription Period and does not provide a reasonably comparable substitute, migration, or continued access, ReelUse will provide any refund, credit, or other remedy required by Applicable Law and may provide a proportionate refund or credit for the prepaid portion that will not be supplied.

20.3 No refund is ordinarily due where ReelUse merely changes, replaces, improves, removes, or redesigns an individual feature while continuing to provide the material substance of the Paid Plan, unless Applicable Law or an applicable Order Form requires otherwise.

21. NAIRA TRANSACTIONS

21.1 Nigerian Naira transactions are processed through Polar, which acts as merchant of record for them in the same way as for transactions in other currencies.

21.2 If ReelUse approves a full or partial refund, the refund is returned by the original payment route in accordance with applicable processing rules.

21.3 Banks, card networks, and other financial institutions may require additional information or processing time before a refund is completed or reflected in the Customer's account.

22. MERCHANT-OF-RECORD PURCHASES

22.1 Certain international purchases, including purchases made in United States dollars, may be sold and processed through Polar Software, Inc. (Polar), which may act as merchant of record or authorised reseller for the transaction.

22.2 Where a provider acts as merchant of record, the Customer's payment transaction is also governed by that provider's applicable buyer terms and refund policy. The provider may process billing, invoices, taxes, subscription charges, withdrawals, cancellations, refunds, fraud controls, and chargebacks in accordance with those terms and Applicable Law.

22.3 A Customer may be able to manage such a subscription or submit a refund request through the buyer-management facilities identified in the transaction confirmation or receipt.

22.4 Where ReelUse approves a commercial refund for such a transaction, ReelUse may instruct or authorise the merchant of record to process the refund rather than paying the Customer directly.

22.5 A merchant of record may independently be required or permitted to grant a refund, withdrawal, or other remedy under its buyer terms, its refund policy, Applicable Law, or payment-scheme rules.

22.6 If a merchant of record's applicable mandatory buyer terms give a Customer greater rights for a transaction than ReelUse's voluntary commercial policy, those greater rights apply to that transaction.

23. REFUND METHOD

23.1 Approved refunds will ordinarily be returned using the original payment method or through the payment provider that processed the original transaction.

23.2 ReelUse may use another reasonable method where:

(a) the original payment method cannot accept the refund;

(b) the payment provider requires customer bank information to complete the refund;

(c) the original method is closed, expired, unavailable, restricted, or technically incapable of receiving the refund; or

(d) Applicable Law or the Customer expressly agrees to another method.

23.3 ReelUse may require reasonable identity, Account, transaction, or bank verification before directing a refund to a destination different from the original payment route.

23.4 A refund to a replacement card, underlying bank account, or successor payment credential may be handled automatically by the relevant bank or card network.

24. REFUND PROCESSING TIMES

24.1 ReelUse will seek to review properly submitted voluntary refund requests within a reasonable period.

24.2 Once ReelUse or the merchant of record approves and initiates a refund, the time required for the funds to appear in the Customer's account depends on the payment provider, payment method, issuing bank, receiving bank, card network, currency, country, and other financial infrastructure outside ReelUse's direct control.

24.3 A notification that a refund has been approved or initiated does not mean the Customer's bank has already posted the funds.

24.4 ReelUse is not responsible for processing delays caused solely by a bank, card issuer, payment provider, correspondent institution, payment scheme, or other financial intermediary, but ReelUse may reasonably assist the Customer in tracing an approved refund.

24.5 Where Applicable Law requires reimbursement within a specified period, ReelUse and, where relevant, its merchant of record will apply that mandatory timeline.

25. TAXES, FOREIGN EXCHANGE, BANK FEES, AND PAYMENT COSTS

25.1 Transactions may include VAT, sales tax, GST, withholding treatment, or other taxes depending on the Customer's location and the payment route.

25.2 The tax component of an approved refund will be handled in accordance with Applicable Law and the procedures of the entity that collected or remitted the tax.

25.3 Where a transaction involves currency conversion, the Customer's bank or payment provider may use an exchange rate different from the rate that applied at the time of purchase. ReelUse does not guarantee that the Customer will receive exactly the same amount when the Customer measures the refund in a different currency from the transaction currency.

25.4 ReelUse is not responsible for lawful foreign-exchange spreads, international card charges, bank charges, cash-advance fees, intermediary charges, or similar fees independently imposed by the Customer's financial institution, except where Applicable Law requires ReelUse to bear or reimburse them.

25.5 ReelUse will not deduct payment-processing costs from a mandatory Consumer refund where doing so would be unlawful.

26. CHARGEBACKS AND PAYMENT DISPUTES

26.1 If a Customer believes a charge is incorrect, ReelUse encourages the Customer to contact support@reeluse.com before initiating a chargeback so that ReelUse can investigate and, where appropriate, resolve the issue more quickly.

26.2 Nothing in this Policy removes a lawful right to dispute a payment through a bank, card issuer, payment provider, or merchant of record.

26.3 If a chargeback or payment dispute is opened, ReelUse and its payment providers may provide relevant evidence, including transaction records, checkout acceptance records, subscription events, Account activity, usage records, Run-processing records, support communications, IP or device security information, and other lawful evidence relevant to the dispute.

26.4 ReelUse may temporarily suspend paid access while a chargeback concerning that subscription is pending where reasonably necessary to prevent double recovery, fraud, or continued consumption of disputed paid services.

26.5 If a Customer receives both a refund and a chargeback or other duplicate reimbursement for the same amount, ReelUse may take reasonable steps to recover the duplicate payment.

26.6 Fraudulent, knowingly false, or abusive chargebacks may lead to suspension or termination and recovery of amounts lawfully due, including reasonable recovery costs where permitted by Applicable Law.

27. REFUND ABUSE AND FRAUD PREVENTION

27.1 ReelUse may refuse a voluntary refund, suspend an Account, or require additional verification where there is reasonable evidence of refund abuse, fraud, or manipulation.

27.2 Examples may include:

(a) repeatedly purchasing subscriptions, heavily using included Runs, and requesting refunds;

(b) creating multiple Accounts to obtain repeated first-subscription guarantees, trials, discounts, or credits;

(c) using different payment methods, email addresses, business entities, or identities primarily to avoid refund or usage restrictions;

(d) submitting false claims that a transaction was unauthorised or a Service was not delivered when records reasonably show otherwise;

(e) obtaining Outputs, downloading them, using or publishing them, and then falsely claiming that no service was provided;

(f) colluding with another person to obtain duplicate refunds or promotional benefits; or

(g) tampering with or fabricating receipts, transaction records, screenshots, support communications, or other evidence.

27.3 ReelUse will not classify a good-faith Consumer complaint, lawful statutory withdrawal, legitimate billing dispute, or genuine service-quality complaint as abuse merely because the Customer seeks a refund.

28. NIGERIAN CONSUMER RIGHTS

28.1 For Consumers protected by the Federal Competition and Consumer Protection Act 2018 (FCCPA) or other applicable Nigerian consumer-protection law, this Policy must be read subject to those mandatory rights.

28.2 Nothing in this Policy is intended to exclude, waive, or restrict a Nigerian Consumer's non-waivable right to fair dealing, adequate disclosure, quality service, lawful cancellation, refund, price reduction, redress, or any other remedy provided by Applicable Law.

28.3 In particular, where ReelUse fails to render a paid service, materially fails applicable service-quality standards, or where Nigerian law otherwise requires a refund or reasonable portion of the price to be returned, ReelUse will apply the legally required remedy notwithstanding a general statement in this Policy that a category of payment is ordinarily non-refundable.

28.4 Any cancellation deduction or charge applied to a Nigerian Consumer must remain lawful and reasonable in the circumstances.

28.5 The voluntary refund guarantee in this Policy is an additional commercial benefit; it is not intended to replace or narrow statutory Consumer rights.

29. EU AND EEA CONSUMERS

29.1 Consumers in the European Union or European Economic Area may have mandatory rights under applicable national law implementing European consumer-protection requirements for distance contracts, services, digital services, and digital content.

29.2 Depending on the legal characterisation of the relevant ReelUse supply and the circumstances of the transaction, a Consumer may have a statutory withdrawal period, commonly fourteen (14) days from conclusion of a distance contract, subject to applicable exceptions and rules concerning performance begun at the Consumer's request.

29.3 Where Applicable Law permits ReelUse to begin performing the Service during a statutory withdrawal period, ReelUse or the applicable merchant of record may request the Consumer's express consent for performance to begin immediately and any acknowledgement required by law concerning the consequences for withdrawal rights.

29.4 Where a Consumer lawfully withdraws after requesting that a service begin during the withdrawal period and Applicable Law permits a proportionate charge for service already supplied, ReelUse or the merchant of record may deduct that lawful proportionate amount.

29.5 Where Applicable Law provides that a withdrawal right is lost because digital content or a digital service began with the required prior express consent and acknowledgement, ReelUse may rely on that rule to the extent the required legal conditions were actually satisfied.

29.6 Nothing in this Policy limits remedies for digital services or content that are not supplied, are materially non-conforming, or otherwise trigger mandatory Consumer remedies.

30. UNITED KINGDOM CONSUMERS

30.1 UK Consumers may have mandatory cancellation, quality, conformity, refund, price-reduction, or other rights under applicable United Kingdom consumer law.

30.2 Where a statutory cooling-off period applies to a ReelUse transaction, any right to begin receiving a service or digital supply immediately, any obligation to pay a proportionate amount for service already supplied, and any loss of a cancellation right will be determined by the applicable law and the consent or acknowledgement obtained at checkout.

30.3 Nothing in this Policy excludes rights that cannot lawfully be excluded under UK consumer law.

30.4 ReelUse may update its checkout, renewal, reminder, cancellation, and refund processes as UK consumer legislation is amended, replaced, commenced, or supplemented. Any mandatory rule in force for the relevant transaction applies automatically whether or not this Policy has yet been updated to reproduce the text of that rule.

31. BUSINESS CUSTOMERS

31.1 To the fullest extent permitted by Applicable Law, Business Customers do not receive statutory consumer withdrawal rights merely because a transaction is completed online.

31.2 A Business Customer's refund rights are limited to:

(a) ReelUse's express voluntary commercial commitments in this Policy;

(b) any applicable Order Form or enterprise agreement;

(d) any remedy ReelUse expressly approves; and

(e) rights that Applicable Law does not permit the Business Customer to waive.

31.3 Except as expressly stated above, Business Customer subscription fees, including renewals and unused portions of annual or monthly Subscription Periods, are non-refundable to the fullest extent permitted by Applicable Law.

31.4 A Business Customer remains responsible for ensuring that employees, contractors, administrators, finance personnel, and other authorised users understand the subscription's renewal and cancellation terms.

32. HOW TO REQUEST A REFUND

32.1 For a ReelUse-managed transaction, submit a refund request to support@reeluse.com from the email address associated with the Account.

32.2 The request should include, where available:

(a) the Account email address;

(b) the Customer or organisation name;

(d) the amount and currency charged;

(e) the invoice, receipt, transaction, or order reference;

(f) the reason for the request; and

(g) any information reasonably relevant to the claimed billing error or Service failure.

32.3 Customers should not send full payment-card numbers, CVV/CVC codes, online-banking passwords, one-time passwords, PINs, or other sensitive authentication credentials to ReelUse.

32.4 Where a merchant of record processed the transaction, the Customer may also use the refund or buyer-support route identified in the receipt, confirmation, or buyer portal.

32.5 ReelUse may redirect a refund request to the payment provider or merchant of record where that entity must process the request.

33. REVIEW OF REFUND REQUESTS

33.1 ReelUse may review information reasonably necessary to determine whether a request qualifies under this Policy or Applicable Law.

33.2 That review may include:

(a) the date and nature of the charge;

(b) whether the transaction was an initial purchase or renewal;

(d) Runs or other paid usage consumed;

(e) failed or restored Runs;

(f) Account and subscription history;

(g) prior refunds, credits, disputes, or chargebacks;

(h) relevant support communications;

(i) whether the Service materially performed as described; and

(j) indicators of fraud, duplicate Accounts, or abuse.

33.3 ReelUse may request additional information where reasonably necessary to verify the claim, but will not require information that is disproportionate to the issue being investigated.

33.4 ReelUse's discretionary decision on a purely voluntary refund does not restrict the Customer's ability to exercise any independent statutory right or payment-provider remedy available under Applicable Law.

34. EFFECT OF A REFUND

34.1 If a subscription payment is fully refunded, ReelUse may immediately terminate the corresponding Paid Plan, downgrade the Account, disable paid functionality, revoke unused paid allowances arising from the refunded purchase, or otherwise reverse the benefits of the refunded transaction.

34.2 A partial refund may result in a corresponding adjustment to remaining usage, credits, entitlements, or subscription access where reasonably necessary to prevent double benefit.

34.3 Outputs already lawfully downloaded before a refund remain subject to the ReelUse Terms of Use, including all Customer Content, intellectual-property, acceptable-use, and third-party-rights obligations.

34.4 A refund does not release a Customer from liability for fraud, infringement, unlawful content, chargeback abuse, or other obligations that survive under the Terms of Use.

35. NO ADMISSION OF LIABILITY

35.1 A discretionary refund, credit, extension, restored Run, or other goodwill remedy does not constitute an admission that ReelUse breached a contract, violated law, supplied defective services, or is legally required to provide the same remedy in another case.

35.2 ReelUse may resolve individual complaints commercially without waiving any contractual or legal right, defence, limitation, or remedy.

35.3 This Section does not permit ReelUse to characterise a legally required refund as discretionary where Applicable Law makes the refund mandatory.

36. RELATIONSHIP WITH THE TERMS OF USE

36.1 This Policy forms part of the ReelUse Terms of Use.

36.2 Capitalised terms not separately defined here have the meanings given in the Terms of Use.

36.3 The Terms of Use provisions concerning payment, automatic renewal, cancellation, failed payments, chargebacks, taxes, suspension, termination, limitation of liability, governing law, disputes, interpretation, and mandatory Consumer rights continue to apply.

36.4 If there is an inconsistency between this Policy and the Terms of Use concerning the mechanics or eligibility of a refund, this Policy controls for that refund issue unless the Terms expressly state that a particular provision overrides this Policy.

36.5 Neither document overrides a mandatory legal right that cannot lawfully be waived.

37. CHANGES TO THIS POLICY

37.1 ReelUse may update this Policy from time to time to reflect changes to the Service, Plans, payment providers, billing practices, commercial policies, or Applicable Law.

37.2 Unless Applicable Law requires otherwise, an update will not retroactively remove a refund right that had already accrued under the version of this Policy applicable when the relevant transaction occurred.

37.3 The "Last Updated" date at the top identifies the version published by ReelUse.

37.4 Where a material change requires advance notice or renewed consent under Applicable Law, ReelUse will provide the required notice or obtain the required consent.

38. CONTACT

Refund, billing, and cancellation questions may be sent to:

ReelUse Technologies Limited
RC 9782918
1, Olaniyan Close
Off Mobolaji Bank Anthony Way
Ikeja, Lagos State
Nigeria, 100271

Email: support@reeluse.com
Legal: legal@reeluse.com
Website: https://reeluse.com
Application: https://app.reeluse.com

39. FINAL ACKNOWLEDGEMENT

By purchasing, renewing, or continuing a Paid Plan, you acknowledge that you have been given access to the applicable subscription price, billing frequency, automatic-renewal terms, cancellation method, and this Policy before or in connection with your purchase, subject to the disclosure requirements of Applicable Law.

You further acknowledge that cancellation and refund are distinct: cancellation ordinarily prevents future billing, while a refund reverses or returns an amount already paid and is available only where this Policy, ReelUse's express approval, the applicable payment-provider rules, or Applicable Law provides for it.