Plans, billing and refunds
Refunds and cancelling your plan
Our 14-day refund policy, how to cancel in one click, and what happens to your projects when a plan ends.
Updated
You can cancel a paid plan in one click, and you can get a full refund within 14 days of your first payment or an annual renewal. This page sums up our refund policy; the policy itself is the final word.
Payments are processed by Paddle, our payment partner, which acts as the merchant of record and issues refunds on our behalf.
14-day refunds
If you're not happy, ask within 14 days of your first payment on a plan, or within 14 days of an annual renewal, and we'll refund that payment in full. No questions asked.
While you're inside that window, the Billing page shows the last day you can ask: "Not happy? Ask for a full refund by" a date.
Monthly renewals
Monthly renewals aren't refunded. But unused upload hours roll over (up to twice your plan), and you can cancel at any time so you aren't charged again.
Failed jobs
If a video fails to process, the hours it used go back to your balance automatically. Running it again is always free. You don't need to ask. See Upload or processing failed.
Billing mistakes
If we ever charge you by mistake, such as a duplicate payment, we refund it in full whenever you tell us.
How to ask for a refund
Email hello@reeltopus.com from the address on your account. That's the address the refund policy names. Refunds go back to your original payment method, usually within 5 to 10 business days.
Nothing in the policy limits your rights under consumer law where you live.
How to cancel
- Open Billing. Only workspace owners and admins can see it.
- Press Cancel plan and confirm.
That's it. There's no survey and no retention offer. You keep your plan and your remaining hours until the end of the period you paid for, and you won't be charged again. The Billing page then shows the date your plan ends.
Changed your mind before that date? Press Keep my plan.
On an annual plan, we email you 7 days before it renews.
When a plan ends
Your workspace moves to the Free plan. Nothing is deleted:
- Your projects, transcripts and clips stay, and you can still open, edit, export and download them.
- Exports you've already made stay downloadable for at least 30 days after the plan ends.
- New uploads use the Free plan's 2 hours a month.
The privacy policy explains how long we keep videos and exports in general.
Deleting your account cancels too
If you delete your account, your subscription stops renewing at once. See Privacy and your data.