Refund policy
RETURN & REFUND POLICY
Video Generation Service
ReelTales provides a digital video generation service. Since our product is delivered digitally, our return and refund policy differs from physical goods policies.
15-Day Satisfaction Guarantee
We want you to be completely satisfied with your generated video. You have 15 days from your purchase date to request a refund if you're not happy with the result. To request a refund, please contact us at shop@robotross.art with your order number.
Video Quality Issues
If your generated video has quality issues, technical problems, or doesn't match your expectations, please contact us immediately at shop@robotross.art. We will:
- Review your submission and generated video
- Regenerate your video at no additional cost if we find an issue
- Provide a full refund if the issue cannot be resolved
What Refunds Cover
Refunds are available for:
- Failed or incomplete video generation
- Technical errors that prevented video generation
- Videos that don't meet basic quality standards
- Customer dissatisfaction (within 30 days)
Non-Refundable Circumstances
We cannot offer refunds for:
- Videos generated successfully that the customer simply changed their mind about (outside the 15-day window)
- Content policy violations – Videos rejected by our AI systems due to prohibited content (hate speech, violence, illegal activity, harassment, etc.). This is a safety feature, not a technical failure.
- Issues caused by incorrect or inappropriate content submissions (e.g., copyrighted material, illegal content)
- Refund requests submitted more than 15 days after purchase
Regeneration vs. Refund
If you're unhappy with your video, we offer two options:
- Free regeneration – We'll create a new video with adjusted parameters at no cost. Only one regeneration per order.
- Full refund – We'll refund your original payment
Please let us know which you prefer when contacting us.
Refund Processing
Once your refund is approved, we will process it to your original payment method within 5-10 business days. Please allow additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since we approved your refund, please contact us at shop@robotross.art.
European Union 14-Day Right of Withdrawal
If you are a consumer in the European Union, you have the right to cancel your order within 14 days of purchase, for any reason and without justification. To exercise this right, please contact us at shop@robotross.art with your order number.
Questions?
For any questions about our refund policy, please contact us at shop@robotross.art.