Refunds

How to ask

Write to support@tallyreel.com or reply to your purchase email. Tell us the email you paid with and what you'd like refunded.

Purchases on the web are processed by Creem, our merchant of record, so Creem sends the refund. It goes back to the payment method you used, including any sales tax or VAT collected on that charge. How long it takes to show up depends on your bank.

TallyReel Studio

Studio is a one-time purchase. If it doesn't work for you, ask within 14 days of the charge and we'll arrange a full refund.

What a Studio refund does:

• The licence key stops working on every computer it was used on. Studio checks the key in the background, so a refunded copy switches off even if the app stays installed.
• The scheduling that came with the licence stops too. It was included, so there's no separate charge to refund.
• Videos you already made stay on your computer. They're yours.

Cloud plans

Cloud plans (Starter, Plus and Pro) are monthly or yearly subscriptions. Each paid month gives you a number of credits; 100 credits make 1 minute of stock video. Credits you don't use that month roll over for one more month, up to one month's amount.

Cancelling

• You can cancel at any time. On the web, go to Settings, Plan and billing, then Manage Cloud plan. It opens Creem, where you can cancel, change your card or get receipts. If you bought the plan in the phone app, cancel it in your App Store or Google Play account.
• Cancelling stops the next renewal. You keep the month you've paid for, its credits and the Scheduling Pro that comes with the plan, until that month ends. Nothing you made is deleted.

Refunds

• Ask within 14 days of a charge and we'll refund the part of that charge you haven't used: the price you paid times the credits left, divided by the credits that month came with. A refund covers the month it paid for, not earlier months.
• For example, Starter is $19 for 4,000 credits. If you've used 2,000, you have 2,000 left, so the refund is $19 x 2,000/4,000 = $9.50. If you haven't used any, you get the whole charge back.
• A yearly plan is paid once for 12 months. Ask within 14 days of that charge and we'll refund the yearly price less the credits you've used, at the yearly price per credit.
• A refund ends that month, or that year, at once: its remaining credits and the Scheduling Pro that came with the plan stop. Videos already made stay yours.

Top-ups

A top-up is a one-time purchase of 2,000 credits, or 800 for the first pack. Top-up credits last 12 months from the day you buy them, then expire.

• Ask within 14 days of buying and we'll refund the part you haven't used, the same way as a plan month: the price you paid times the credits left, divided by the credits in that top-up. A refund ends that top-up's remaining credits at once. Videos already made stay yours.
• Top-up credits that expire unused aren't refunded.

Failed or stopped cloud videos

A cloud video holds credits from your balance when it starts and uses what it really came to, by the second. A stock video uses 100 credits a minute, so a 3-minute video uses 300 and a 5-minute video uses 500. Other kinds use more, and each one shows its price before it starts.

You get them back automatically, without asking, when:

• the video fails;
• you stop it before its pictures are being made; or
• it makes no progress for 45 minutes, in which case we end it as failed.

If you stop a video once its pictures are being made, half its credits stay used, for the work already done. Pictures you approved on a storyboard stay paid for.

The credits go back where they came from: your free credits, your plan month or your top-up. If that plan month or top-up has ended by then, the returned credits end with it.

Free credits and free plans

These aren't charges, so there's nothing to refund:

• Studio's 3-day free trial on your computer, once per account and per computer.
• The 300 free credits every new account gets once to try it.
• The free Scheduling plan.

App Store and Google Play purchases

Purchases in the iPhone and Android apps go through Apple or Google, and we can't refund them ourselves. Ask Apple at reportaproblem.apple.com, or Google Play from your order history. Their refund policies apply.

When Apple or Google refunds a Cloud plan or a top-up, what it paid for ends at once, the same as a refund on the web.

Chargebacks

Please write to us before you dispute a charge with your bank. Most problems are quicker to solve by email, and a refund from us reaches you the same way.

A chargeback is treated like a full refund. What it paid for ends at once: a Studio licence and its Scheduling Pro switch off, Cloud plan or top-up credits end, and a Scheduling plan stops.

A pro-rated refund of a Cloud plan month or a top-up ends the credits left in it, as above. If we agree any other partial refund with you, what you bought stays as it is.

After 14 days

After 14 days we don't owe a refund. If something is genuinely broken and we can't fix it, write anyway and we'll look at it.

A Studio licence deactivated for breaking the acceptable use policy or the terms isn't owed a refund.

Where the law where you live gives you a longer right to cancel or a refund, that right still applies. This policy doesn't limit a right that can't be limited.

Contact

Questions about a charge or a refund go to support@tallyreel.com. The terms cover plans and payments, and the privacy policy covers what we keep about your purchases.