In short: a video that still fails our accuracy checks after its free re-runs gets its credit back automatically. Otherwise sales are final, which is why the US$1 trial exists. Your rights under consumer law, including the Australian Consumer Law, aren't affected.
1. Videos that fail our checks: credit back, automatically
Every video is checked against your photos before you see it. If a video still can't pass those checks after its automatic re-generations and your free re-runs, we don't deliver it and its credit goes back to your balance automatically. You don't need to ask.
That works because a credit is only reserved when you start a video, and is only used when the video is delivered. A video that fails never uses a credit.
A returned credit follows the normal credit rules: it rolls over while your subscription is active, for up to 12 months from when it was first issued. It's a credit, not cash back to your card.
2. Free re-runs
If you don't like part of a video, re-run it before you approve. Every video includes 6 free re-runs, and re-runs never use credits. Nothing goes out until you approve it, so check the whole video before you do: once you approve, the final versions are rendered and the credit is used.
3. Everything else is final
Apart from section 1 and section 6, payments aren't refundable once made. That covers:
- monthly and annual subscription fees, including the unused part of a period after you cancel;
- top-up credits;
- credits left over when a subscription ends (they end with it);
- videos you approved and that were delivered.
4. The $1 trial
The trial costs US$1 (A$2 in Australia) for 7 days of Pro with 1 credit. On day 7 it becomes Pro at US$149/month (A$229) unless you cancel or switch plans first. We email you 3 days before it ends.
- Cancel during the trial and you won't be charged anything more. You keep your trial credit.
- The US$1 / A$2 trial fee itself isn't refundable, except that if a trial is blocked because the account or card has already had one, we cancel it straight away and refund the fee.
- Once the trial has become a paid Pro subscription, the normal rules apply: cancel any time to stop the next charge.
5. Cancelling
Cancel or change plans at any time from Billing in the app. Your plan stays active until the end of the period you've paid for and then stops; we don't charge you again. There are no cancellation fees.
6. Billing errors
If you're charged twice, charged the wrong amount, or charged after you cancelled, tell us and we'll refund the difference to your original payment method. Please contact us before disputing a charge with your bank; it's faster for you.
7. Your legal rights
Nothing in this policy limits rights you have under laws that can't be excluded. In Australia, our services come with guarantees under the Australian Consumer Law, and you may be entitled to a remedy, including a refund, if a service has a major failure. Consumers elsewhere may have similar rights where they live.
8. How to ask
Use the contact form or email team@realfly.ai with your account email and the project or invoice. We reply within 1 business day. Approved refunds go back to your original payment method and usually arrive within 5 to 10 business days, depending on your bank.
This policy is part of our Terms of Service.