Last updated: July 18, 2026
All credit purchases are processed by Paddle, our Merchant of Record. You may request a full refund of unused credits within 14 days of purchase, no questions asked.
You are eligible for a refund if: (a) you request it within 14 days of purchase, and (b) you have not used more than 10% of the purchased credits. Partial refunds may be issued for partially used credit packs at our discretion.
If a video generation fails due to a technical error on our platform, the credits used for that generation are automatically returned to your account balance. This happens within minutes of the failure being detected.
Credits that have been fully consumed to generate completed videos are non-refundable. This applies even if you are not satisfied with the AI-generated output, as the AI generation cost is incurred regardless of the result.
To request a refund, email us at propreelvideo@gmail.com with your account email and order ID (found in your Paddle receipt). We will process eligible refunds within 5–10 business days.
Refunds are returned to the original payment method used at purchase. Processing time depends on your bank or card issuer and may take 3–10 additional business days to appear.
If you believe a charge was made in error, please contact us before initiating a chargeback. We will work to resolve the issue promptly. Chargebacks may result in account suspension.
For refund requests or questions, contact us at propreelvideo@gmail.com.