Refund Policy

REFUND POLICY

Last updated on 6 November 2026

1. THE SHORT VERSION

The free plan lets you try Reelwire at no cost before you pay for it. If you then buy a
plan and it is not what you expected, ask within 14 days of your first payment and you get
all of it back, as long as the workspace has used no more of its allowance since then than
the free plan includes in a month.

A service our staff do for you by hand beside the plans, such as a custom design or a
training, is not refunded once paid (section 8, and section 17 of our Terms and
Conditions).

We sell Reelwire to you directly and take payments through Stripe, so every refund is made
by us, through Stripe, to the payment method you used.

This policy is part of our Terms and Conditions, and the words in it mean what they mean
there.

2. YOUR FIRST PAYMENT

The first payment for a paid plan, monthly or yearly, is refunded in full if you ask within
14 days of that payment and the workspace has used no more of its allowance since then than
the free plan includes in a month. You do not have to give a reason. The plan ends when the
refund is made, and the workspace moves to the free plan.

The limit is there because the free plan is the place to try Reelwire: a refund covers a
plan that turned out not to fit, not a month of videos made and then returned. Past it, the
first payment is treated like any other: cancelling stops the next renewal, and section 5
still applies if something on our side failed you.

3. RENEWALS

A renewal, monthly or yearly, is refunded in full if you ask within 14 days of it and none
of the workspace's allowance has been used since it renewed, including by the feeds and
streams its channels listen to.

Otherwise, cancelling stops the next renewal and the plan runs to the end of the period
already paid for. The unused part of a period is not refunded.

4. UPGRADES AND EXTRAS

The charge for moving to a bigger plan, or for additional videos, seats, syndication
participants or storage, is refunded in full if you ask within 14 days of the charge and
nothing it added has been used: for a bigger plan, no video beyond the old plan's
allowance, no colleague beyond its seats and nothing only the bigger plan offers; for an
extra, none of what it added. The workspace then goes back to what it had before.

5. WHEN WE FAIL YOU

If something on our side stopped Reelwire from rendering or delivering for you for more
than a day in a row, or for more than three days in one billing period, tell us within 60
days of the end of that period. We refund the part of the period that did not work.

6. HOW TO ASK

Write to contact@reelwire.io from the address you use to sign in, and name the workspace.

Once a refund is approved, it usually reaches you within 5 to 10 business days, depending
on your bank. If a CFDI was issued for the payment, we issue the matching credit note (CFDI
de egreso) with the refund.

7. YOUR RIGHTS UNDER THE LAW

Where the law of your country gives you a right to cancel a purchase or withdraw from it,
that right applies in addition to this policy and is not limited by it.

If you buy as a consumer in the European Union or the United Kingdom, you may withdraw from
the purchase within 14 days of it without giving a reason. Telling us is enough: an email to
contact@reelwire.io saying that you withdraw, from the address you use to sign in. We then
refund what you paid within 14 days, to the payment method you used. If you asked us to
start the service within those 14 days, which using it does, you pay for what was provided
until you withdrew, in proportion to the period, and we refund the rest. For a service
bought beside a plan, paying asks us to begin the work within those 14 days: if you
withdraw, you pay for the work done until then and we refund the rest, and once the work is
fully done you can no longer withdraw from it.

8. WHAT IS NOT REFUNDED

- The unused part of a period, outside the cases above.
- A service bought beside a plan, once paid, whether or not what it made is used, and
whether or not the plan or the workspace goes on. Only where we did not do the work the
offer names do we refund the part not done (section 17 of our Terms and Conditions).
- A workspace suspended or closed for breaching section 10 of our Terms and Conditions,
"What you may not make or publish".
- What platforms, posting services or AI services you use charge you. You use them with
your own accounts, and they bill you directly, not through us.

We may decline a refund to somebody who repeatedly buys and refunds the same plan.

9. BEFORE YOU DISPUTE A CHARGE

Please ask us first. A refund reaches you faster than a dispute with your bank, and it
leaves your workspace untouched.

10. CONTACT

Email: contact@reelwire.io
Phone: +52 999 567 5838
Post: Tim Zierer, trading as Reelwire, Calle 47A x 47Y 100-1 #818, Fraccionamiento Las
Americas 2, 97302 Merida, Yucatan, Mexico.