Refund Policy

Reelry is committed to customer satisfaction. This Refund Policy explains when and how you can request a refund for purchases made through our platform. New purchases are currently paused while we move to a new payment provider. All purchases made up to 4 October 2026 were processed by Polar Software, Inc. ("Polar"), our Merchant of Record for those purchases, and refunds for them are issued through Polar.

• Send refund requests to support@reelry.app (or via the in-app chat) with the email on your account. Requests are assessed individually and granted at our discretion, in addition to your statutory rights.
• Request a refund from your payment history. Choose the payment and send your request. A message is optional; no order number is needed.
• Approved refunds are processed by Polar and typically returned to your original payment method within 5–10 business days.

While purchases are paused, no subscription renews and no renewal is charged. Subscriptions bought before the pause were cancelled with effect from the end of their current billing period; you keep your plan until then, and any credits left afterwards stay in your account. A refund of a previous charge is a separate request assessed under this policy and applicable law.

Top-up packs are one-time purchases, not subscriptions. Their credits do not expire while your account remains active. Refund requests are assessed individually, including any delivery problem and the credits used, subject to your statutory rights.

• When a refund is approved, we automatically calculate how many of the originally granted credits remain unused in your account.
• Only the remaining unused credits are reclaimed. Usage is considered when assessing a discretionary refund; it does not by itself establish that the service was correctly delivered or limit your statutory rights.
• For example, if your plan granted 50 credits and you used 20 to generate reels, a full refund would reclaim the 30 unused credits. The monetary refund from Polar may still cover the full subscription amount. The number of generated reels depends on the format and credit quote, not a one-credit-per-reel rule.
• This does not affect your statutory rights where applicable law requires otherwise.

When you downgrade from a higher-tier plan to a lower-tier plan, the change takes effect at the end of your current billing period. No partial refund is issued for the remaining time on your current plan, as you retain full access until the period ends.

• If you experience a technical issue that prevents you from using the Service and we are unable to resolve it, we may issue a refund or credit at our discretion, regardless of the timelines above.
• If you are charged in error (e.g., duplicate charge, incorrect amount), contact us and we will process a correction through Polar promptly.
• EU/EEA consumers: A statutory withdrawal period may apply to an online purchase. Access to an ongoing service or granting credits does not automatically remove that right. Rules for services already fully performed and for digital content supplied immediately differ, and any exception requires the conditions and express consent prescribed by law. If you request early performance, a proportionate charge may apply where legally permitted. Exercise your right of withdrawal online, or contact support@reelry.app or Polar. No reason is required, and you can retain a dated confirmation. Faulty-delivery remedies remain available under applicable law.
• Earlier published guarantees: We honor a guarantee that applied when you purchased, including the seven-day money-back promise in an earlier version of this policy. This version does not introduce a general satisfaction guarantee for new purchases. Statutory rights and applicable Merchant of Record terms take precedence.
• Nothing in this policy limits your statutory rights under applicable consumer protection laws in your jurisdiction.

All payment transactions for purchases made up to 4 October 2026, including refunds, are processed by Polar Software, Inc., which acted as our Merchant of Record for those purchases.

• Via your Polar receipt: every payment confirmation email from Polar includes a link to manage your subscription and request a refund directly.
• Via our support team: email support@reelry.app or use the in-app support chat. Include your account email and the reason for your request.

Once a refund is approved, Polar returns the funds to your original payment method (typically 5–10 business days). You will receive a confirmation email from Polar. Chargeback disputes are handled directly by Polar in accordance with their Terms of Sale.

We may update this Refund Policy from time to time. We will notify you of material changes via email or in-app notification at least 14 days before they take effect. The “Last updated” date at the top of this page reflects the most recent revision.

For questions about this Refund Policy, contact us at support@reelry.app.

Postal address:
Health3 AG
Wiesenstrasse 10A
8952 Schlieren
Switzerland
Swiss VAT (MWST): CHE-396.908.066 MWST

For payment and billing inquiries about purchases made up to 4 October 2026, you may also contact Polar directly through the links in your purchase receipt.