Refund Policy

Credits are a prepaid balance for rendering videos and making looks, the stills that come before a Product-in-hand or Hands-only video: an AI presenter, or AI hands, holding your product. Here is exactly when they are refunded.

Unused credits

Credits you have not used are refundable within 14 days of purchase. Email hello@producttoreel.com from the address on your account with the order id from your Whop receipt. We issue the refund through Whop, our payment processor, to the original payment method; it usually arrives within 5–10 business days.

Used credits

Credits consumed by completed renders and looks are not refundable: the third-party generation costs are incurred the moment a video or a still is produced. That includes a video or looks whose result you don't like — AI output varies from one generation to the next, so check the free storyboards and preview before you spend a credit. If a video is unusable because of a technical defect on our side (for example a file that won't play, or a missing voice-over), tell us within 14 days and we will re-render it at no charge or put the credit back on your balance.

Failed renders

A render that fails never consumes credits. The reserved credit is released back to your balance automatically.

If a render or Looks run is delayed, its credits stay reserved until it is made. One not made within 24 hours of the order is cancelled and its credits are released automatically; while it waits, you can also cancel it yourself and get them back at once, as long as nothing of it has been delivered.

Looks

Looks are a paid step of Product in hand and Hands only. A Looks purchase that produced stills is used: to change the result, use the fixes and the extra batch it includes, or buy More looks. A Looks run that produced nothing is refunded automatically, and an included batch or fix that produced nothing is given back.

AI avatar setup

Setting up an AI avatar of yourself costs 2 credits, reserved when you sign its release. If your avatar is never verified — the check or our reviewer turns it down, every attempt is used, the setup is left unfinished for 7 days, our video models can't animate your face, or you delete it first — nothing was produced, and the credits come back to your balance automatically. The setup is used once its hello video is made (or, if you delete the avatar while that video is being made, once it was sent to our video models): a delivered step, not refundable, even if you delete the avatar later. Videos made with your avatar follow the rules above, as every video does.

Free preview

The free preview costs nothing, so there is nothing to refund.

Duplicate or unauthorized charges

If you were charged twice for one order, or for a payment you did not make, email us with the order id and we refund it in full, whenever it happened.

Your statutory rights

Nothing in this policy limits rights you have under consumer law that cannot be excluded by contract.

Chargebacks

Please contact us before disputing a charge with your bank — we resolve refund requests quickly. Accounts with an open chargeback are paused until it is resolved.