Refund Policy

1. General Overview

At Reloop Studio we want you to be fully satisfied with our AI video generation services. Because each generation consumes real compute on specialised AI infrastructure that we pay for per use, we operate a strict but fair refund policy for credit purchases and subscriptions, described below.

2. Automatic Credit Refunds for Failed Generations

If a generation fails after credits have already been deducted because of a problem on our infrastructure or an upstream AI provider — for example an API outage, an invalid configuration on our side, a composition failure after all required processing steps succeeded, or another platform-level error — those credits are automatically restored to your account. You do not need to contact support for these cases. You will typically see the credit balance recover within a few seconds of the failure being finalised, and the refund is logged in your billing history.

Uploaded video must load reliably for layouts that use your footage. If you attach a clip (for example for mixed B-roll or corner-overlay backgrounds), the Service and our rendering partners must be able to fetch and use that file to produce the final video. We retry repeatedly when a temporary network or fetch issue occurs. If your uploaded video still cannot be reached reliably — for example because of an unstable connection, VPN or firewall blocking access to storage URLs, or another connectivity problem on your side — we stop the generation so you are not given a finished video that is missing your footage. In that situation credits for that run are not refunded, because the failure results from your upload or connectivity not being consistently available to our systems (not from our platform failing after those assets were successfully loaded).

Connection and network reliability during generation. Video generation involves multiple steps that run while your browser session is active. If your own internet connection, VPN, firewall, or device sleep interrupts traffic while a generation is in progress, the run may fail even though our servers are operating normally. In those situations we do not refund the credits for that attempt: we may retry certain steps where it is technically possible, but if your connection does not remain stable through the required processing (including mandatory steps such as background removal for corner-overlay layouts), the generation will be marked as failed and credits are not returned. Please use a stable connection and try again.

3. Credit Purchases & Subscriptions

• Subscriptions: Monthly and annual subscriptions are billed in advance. You can cancel your subscription at any time from your billing dashboard to prevent future renewals. Cancellation stops future billing but does not entitle you to a pro-rated refund for unused time in the current billing cycle.
• One-time top-up credits: One-time credit packs are non-refundable once the credits have been applied to your account, since they are consumable digital goods.
• Unused credits on cancellation: Credits already granted to your account remain usable until their stated expiry, even after you cancel the subscription, but are not exchangeable for cash.

4. Exceptions & Eligible Refunds

Beyond automatic credit restoration for failed generations, we will consider a monetary refund in the following exceptional circumstances:

• Persistent Technical Failure: If the Service is unable to deliver any successful video for you for more than 7 consecutive days despite our support team's best efforts.
• Fraudulent Charges: A charge made without your authorisation.
• Duplicate Billing: Accidental double-charge for the same subscription or pack.
• Statutory Rights: Any right of withdrawal or refund that you cannot waive under mandatory consumer-protection law of your country of residence.

5. Quality of Generated Videos

AI generation is inherently probabilistic, which means two generations of the same inputs can produce different outputs. We do not issue refunds for videos that are generated and delivered successfully but do not meet your subjective artistic, creative, or quality expectations. For that reason we offer a free trial specifically so users can evaluate the avatars, voices, layouts, and overall output quality before purchasing.

6. Requesting a Refund

To request a monetary refund under one of the eligible exceptions in section 4, please contact our support team at inlabproducts@gmail.com within 14 days of the transaction. Please include your account email, the order or invoice number, the approximate date of the charge, and a clear description of the issue. We typically respond within 3 business days.

7. Merchant of Record

Our order process is conducted by our online payment partner, Dodo Payments. Dodo Payments acts as the Merchant of Record for all transactions, which means they are responsible for card processing, invoicing, local tax collection, and — where applicable — handling chargebacks. Approved refunds are issued back to the original payment method used at checkout. Dodo Payments may apply additional refund rules where required by local consumer-protection law, and in those cases their terms prevail over this policy to the extent of any conflict.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be notified to registered users by email and reflected in the "Last updated" date at the top of this page. Transactions are governed by the version of the policy in effect at the time of purchase.