Refund & Cancellation Policy

1. Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure with the service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. This policy is in addition to those rights and does not limit them.

2. Cancelling a subscription

• You can cancel at any time in the app: Billing → Manage billing → Cancel plan. You keep your plan until the end of the period you have paid for, and you will not be charged again.
• Credits already added to your balance stay available while your account is open, including after cancellation.
• We do not give partial refunds for the unused part of a billing period when you cancel, except where the law requires it.
• You can resume a cancelled plan before the period ends under Manage billing.

3. Failed or cancelled generations

Credits are reserved when a generation starts. If a generation fails or you cancel it, the reserved credits are returned to your balance automatically. When a generation succeeds, you are charged its actual price and any unused part of the reservation is returned. You do not need to ask for these refunds — they appear under Usage.

4. Credit packs

• You can ask for a refund of a credit pack within 14 days of purchase if none of the credits from that pack have been used.
• Welcome, promotional and referral credits are not refundable.
• Credits have no cash value outside these cases.

5. Billing errors

If you were charged twice, charged the wrong amount, or charged after cancelling, contact us and we will refund the incorrect amount in full.

6. How to request a refund

• Open a ticket on the Support page in your account (choose the Billing category), or email support@reello.ai from your account email, with the date and amount of the payment.
• We reply within 2 business days. Approved refunds go back to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank.
• When a payment is refunded, the credits it added are removed from your balance in the same proportion (never below zero), and any referral commission paid on it is reversed.

7. Chargebacks

Please contact us before disputing a payment with your bank — we can usually resolve problems faster. While a chargeback is open we may pause paid features on the account. See also our Terms of Service.