This policy applies to every subscription started, and every purchase made, on or after 26 September 2026. If you subscribed before that date, the previous policy (a 14-day refund window on each charge) applies until your first renewal on or after 26 October 2026, after which this policy applies. Payments are taken by Stripe as merchant of record (“Sold through Link”); Stripe may also issue a refund directly where its rules or consumer law require one.
01Your first subscription charge — 7-day money-back guarantee
If a paid plan is not for you, tell us within 7 days of your first subscription payment and we will refund it in full. The guarantee is there so you can try a plan properly, not use one for free, so it comes with three conditions:
- Once per customer. The guarantee applies to the first paid subscription on your account, once. It does not reset if you cancel and subscribe again, or if you switch plans. A free Lite trial before it (section 04) is not a subscription and does not use the guarantee up.
- Fair use. In those 7 days you have used less than half of your plan’s included daily allowances on average, have not spent any credits, and have not downloaded any music. The free Starter plan, and the free Lite trial that comes with a paid LUT Pack, are there so you can try the tools before paying; the guarantee is for trying the plan you are now paying for. Use during a free trial, before the charge, does not count.
- Refund ends access. When the refund is issued your account returns to the free Starter plan straight away, not at the end of the period.
A request outside these conditions is not refused out of hand: cancel any time and you keep the plan to the end of the period you paid for, and if something is actually broken, section 05 applies regardless of the 7 days.
02Renewals
Subscriptions renew automatically at the end of each billing period until you cancel. Renewal charges are not refundable for change of mind, with two exceptions:
- Forgot to cancel (monthly plans). If you contact us within 72 hours of a monthly renewal and have not used the Service since that charge, we refund the renewal and cancel the subscription.
- Annual plans. You may request a refund within 14 days of an annual charge, whether it is your first or a renewal. The refund is pro-rated for the days already used, and paid access ends when it is issued. We email you before an annual renewal so the charge is never a surprise.
Outside those cases, cancelling is the remedy: it stops the next charge and you keep paid access until the current period ends. See section 08.
03Credit packs
- Spent credits are not refundable for change of mind. A credit is spent when a render or generation completes. A failed render returns its credits automatically, so a credit is only ever charged for something you received.
- Unspent packs are. A credit pack with none of its credits spent can be refunded within 14 days of purchase. If some credits are spent, the refund covers the unspent balance from that pack only.
- Refunded credits are removed from your balance when the refund is issued.
04One-time purchases (LUT Packs, Music Albums, Motion Templates)
LUT Packs, Music Albums and Motion Templates are digital products delivered instantly and permanently to your account, independent of any subscription, so they are treated differently from subscriptions:
- No change-of-mind refunds. Once a product is unlocked on your account, we do not offer refunds because you changed your mind, no longer need it, or found it elsewhere. Every product can be tried before you buy: LUT pack pages preview every look on real footage and on your own footage, every music track streams in full as a watermarked preview, and every motion template plays in the gallery and can be customised in the Studio before purchase.
- We always refund: duplicate purchases of the same product, purchases that were never delivered to your account, and any charge made in error. Email us with your account email and the purchase date.
- The pack and album offer. A paid LUT Pack and one Music Album bought in the same order are taken in one payment, the album at 25% off. Each is its own product with its own licence, and either can be refunded on its own under this section for the amount paid for it (the album at its discounted price). If only the pack is refunded, you keep the album at the price you paid. A refund of the whole order takes back both products and the album’s licence certificate, and ends a free Lite trial that order unlocked.
- The free Lite trial. A paid LUT Pack comes with 7 days of Lite, free. No payment is taken for it, so there is nothing to refund: it ends by itself after 7 days and your account returns to Starter, with nothing charged unless you choose to subscribe.
- Faulty or not as described: see section 05. A .cube file that does not load, a template that will not export, or contents materially different from what the page promised are covered whatever the date.
- EU/UK buyers: by purchasing, you request immediate delivery of digital content and acknowledge that you lose your 14-day right of withdrawal once delivery begins, as confirmed at checkout. In an order with more than one product, this applies to each of them.
05Your consumer rights
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law, or under the consumer protection laws of your country that cannot lawfully be excluded. If the Service or a product fails to meet a consumer guarantee, you are entitled to the remedy those laws provide: a fix, a replacement, or a refund depending on the failure. Faulty means it does not work as described. It does not mean the output was not to your taste, or that a feature you did not try was not what you expected; those are change of mind, and the sections above apply.
- Australia. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you are entitled to cancel and receive a refund for the unused portion; for other failures, to have the problem fixed in a reasonable time.
- EU and UK. When you start a subscription you have a 14-day right of withdrawal. By choosing to use the Service during those 14 days you agree that, if you withdraw, you pay a proportionate amount for the period used and the rest is refunded. A free Lite trial is not a subscription: the 14 days start when you first pay. Where local law gives you a longer or renewal-time cooling-off period, it applies in place of section 02.
- Everywhere else. Where the law of your country gives you rights that go beyond this policy, those rights apply.
06How to request a refund
Email support@ireelz.com from your account email, or use the order-management link in your Stripe receipt, with:
- Your account email address
- The date and amount of the charge
- For a fault: what is not working, and a screenshot or file if you have one
We reply within two business days. We check the request against this policy and your account’s usage for the period, and tell you what we found either way.
07Refund processing
- Refunds are issued by Stripe back to your original payment method, usually within 5–10 business days depending on your bank.
- A subscription refund ends paid access immediately: the subscription is cancelled and your account returns to the free Starter plan. One-time purchases you own are unaffected.
- A refund under the 7-day guarantee is recorded on your account, and the guarantee is not available again.
- A chargeback with your bank is handled by Stripe as merchant of record. It is slower than asking us, and the outcome is the same as under this policy.
08Cancellation
Cancelling your subscription is different from requesting a refund:
- Cancellation stops future billing, has no fee, and never needs a reason or a conversation with us. You keep paid features until the end of the current billing period.
- Refund returns a payment under the sections above, and ends paid access when it is issued.
Cancel from Billing in your account settings, or from the order-management link in your Stripe receipt. Either one stops the next renewal straight away, so it is not charged, and you keep paid features until the end of the period already paid for. If either is unavailable to you, the contact page works too.
09Contact
For refund requests or questions about this policy:
Email support@ireelz.com or reach us via the contact form.