Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") explains when and how ZEPHIRIX LTD, trading as "Reelzilla" ("Reelzilla," "we," "us," "our"), issues refunds for purchases made through reelzila.studio and the Reelzilla platform (the "Service").

This Policy forms part of our Terms & Conditions. Capitalised terms have the meaning given in the Terms & Conditions.

1. General Principles

• 1.1 Digital, pay-as-you-go service. Reelzilla provides access to an online AI-powered video-generation Service using a credit-based system. Once Credits are used or generation has started, the underlying digital content cannot be "returned" in the same way as physical goods.
• 1.2 No refunds except as stated. Except where required by law or expressly provided in this Policy, all credit purchases are non-refundable and non-transferable.
• 1.3 Local consumer rights preserved. Nothing in this Policy is intended to exclude or limit any statutory rights you may have under applicable law (for example, UK or EU consumer law).

2. Definitions (for this Policy)

For clarity in this Policy:

• "Credits" means units consumed to generate, edit, or export content via the Service. Credits are not money or a stored-value product.
• "Credit Purchase" means a one-time purchase of Credits through our payment system.

3. Credit Purchases

3.1 Non-refundable Credits

Unless this Policy or applicable law expressly provides otherwise:

• purchased Credits are non-refundable;
• Credits do not expire;
• Credits have no cash value, are not legal tender, and cannot be exchanged for cash or refunds.

3.2 Promotional or bonus Credits

Any free, promotional, or bonus Credits we grant:

• may be subject to additional conditions (e.g. expiry dates); and
• are never refundable or redeemable for cash.

4. Cooling-Off & Withdrawal Rights (EEA/UK Consumers)

4.1 Digital content and 14-day cooling-off

If you are a consumer residing in the UK or European Economic Area (EEA) and you purchase digital content or a digital service online, you may have a 14-day cooling-off period under applicable consumer laws (e.g. UK Consumer Contracts Regulations and EU Consumer Rights Directive / Digital Content Directive).

4.2 Immediate access and waiver of right to withdraw

When you purchase Credits, you:

• request immediate access to the digital content and/or digital service; and
• acknowledge that once we begin to provide the Service (e.g. by granting Credits or by starting generation), you may lose your right to withdraw in relation to content already supplied.

This means that:

• if you have started using the Service (e.g. used Credits or generated Outputs) within the 14-day period, we are entitled to withhold or reduce any refund to reflect the value of the service already provided; and
• where we have fully performed the contract (e.g. all Credits have been used), your withdrawal right no longer applies to that portion.

4.3 If you have not yet used the Service

If you are an EEA/UK consumer and have not used any Credits at all, you may be entitled to a full refund if you notify us within 14 days of purchase. We may ask for reasonable confirmation that no use has occurred.

5. Technical Issues & Service Problems

5.1 Temporary outages or slow performance

Internet-based services may occasionally experience outages, degradation, or other technical issues. Short-term or minor disruptions do not normally entitle you to a refund.

5.2 Material defects

If you experience a persistent, material problem with the Service that:

• is directly caused by us;
• substantially affects your ability to use the Service; and
• cannot be resolved within a reasonable time after you contact support,

then, depending on the circumstances and your local laws, we may offer one or more of the following at our discretion:

• additional Credits;
• partial refund; or
• in exceptional cases, full refund for the affected billing period.

5.3 Issues due to your environment

We are not responsible for issues caused by:

• your internet connection or network;
• your device hardware, browser, or operating system;
• incompatibility with third-party tools, plug-ins, or settings; or
• misuse of the Service contrary to our Terms & Conditions.

6. Misuse, Fraud & Breach of Terms

6.1 Violations of Terms

If we suspend or terminate your Account due to:

• breach of our Terms & Conditions, Acceptable Use Policy, or this Policy; or
• fraudulent or abusive behaviour,

you are not entitled to any refund, and we may retain amounts already paid to cover damages or costs incurred.

6.2 Fraudulent payments

If we detect or reasonably suspect fraudulent payments, stolen payment methods, or disputed/unauthorised charges, we may:

• suspend or terminate the Account;
• block access to or use of Credits; and
• cooperate with payment providers, relevant platforms, and/or law enforcement.

7. Chargebacks & Disputes

7.1 Talk to us first

If you believe a charge is incorrect, please contact us first so we can investigate and, if appropriate, offer a correction or refund.

7.2 Unfounded chargebacks

If you initiate a chargeback or payment dispute without valid grounds:

• this may be treated as a breach of the Terms & Conditions;
• we may suspend or terminate your Account; and
• we reserve the right to dispute the chargeback and provide evidence to the payment provider.

8. How to Request a Refund

To request a refund that you believe you are entitled to under this Policy or applicable law, please:

• Email us from the address associated with your Account.
• Include:
  • your full name;
  • the email used for your Account;
  • transaction details (date, amount, last 4 digits of card, or payment reference);
  • a clear explanation of why you are requesting a refund.

We may ask you for:

• proof of purchase;
• additional information to verify your identity;
• information on your use of the Service (e.g. number of generations, Credits used).

We will review your request in good faith and respond as soon as reasonably possible. Where a refund is approved, we will process it using the original payment method wherever possible. Processing times may depend on your bank or card issuer.

9. Enterprise & Custom Agreements

If you or your organisation use Reelzilla under a separate enterprise, custom, or negotiated agreement, the cancellation and refund terms in that agreement will prevail to the extent they differ from this Policy.

10. Changes to This Policy

We may update this Policy from time to time (for example, to reflect changes in our pricing models, the Service, or applicable law). When we do:

• we will update the "Effective date" at the top; and
• if changes are material, we will provide additional notice (e.g. via email or in-product).

If you continue to use the Service after the updated Policy takes effect, you will be deemed to have accepted it.

11. Marketplace Transactions (User-to-User Purchases)

• 11.1 Scope. This Policy applies to Credits, add-ons, and other purchases made directly from Reelzilla for access to the AI video-generation Service. It does not govern purchases of Marketplace Items from other Users via the Marketplace.
• 11.2 Marketplace purchases. Marketplace Transactions (where a Buyer purchases or licenses a Marketplace Item from a Seller) are governed by the Marketplace Payment Terms and any additional terms disclosed at checkout or in the relevant listing.
• 11.3 Digital content. Because Marketplace Items are digital content, cancellation and refund rights may be limited once delivery or access begins, except where required by law or expressly provided in the Marketplace Payment Terms.
• 11.4 Support. If you believe a Marketplace Item is infringing, defective, not as described, or otherwise problematic, please contact support with the relevant transaction details. We may (but are not obliged to) assist with dispute resolution in accordance with the Marketplace Payment Terms.
• 11.5 Statutory rights preserved. Nothing in this Section 11 is intended to exclude or limit any statutory rights you may have under applicable law.

12. Contact Us

If you have questions about this Policy or our practices, please contact: