Refunds and credits
You see the price before anything is drawn, you pay only when you approve the storyboard, and the credits come back if the video isn’t made.
Last updated October 23, 2026
1. How credits work
Credits pay for videos. Every account starts with 45 free credits, enough for one full-length video, with no card needed. After that, credits come from a plan. Plans renew automatically until you cancel, and each payment adds that period’s credits:
| Plan | Credits | Monthly | Yearly |
|---|---|---|---|
| Pro | 300 a month (3,600 a year) | $24 | $230.40 |
| Max | 1,200 a month (14,400 a year) | $79 | $758.40 |
A yearly plan adds the whole year’s credits at once. Prices are in US dollars; fixed AED and EUR prices are shown before checkout. People with an active plan can also buy one-time top-ups of extra credits:
| Top-up | Credits | Price |
|---|---|---|
| Small top-up | 100 | $10 |
| Medium top-up | 300 | $27 |
| Large top-up | 1,000 | $80 |
Credits never expire while your account is open, including after you cancel a plan, and they have no cash value. A longer video has more panels to draw, so it uses more credits. The exact number is always shown on the storyboard before you approve.
2. When credits are taken, and when they come back
| What happens | What happens to your credits |
|---|---|
| You write a script or draft | Nothing. Script drafts are free. |
| You approve the storyboard | The credits for that video are set aside (held). You can still see and cancel the run. |
| The video is delivered | Held credits are used (settled). |
| The video fails, or can’t be finished | Held credits return to your balance in full, automatically. |
| You cancel before it is delivered | Held credits return to your balance in full. |
| You run short during Autopilot | The crew stops with a reason. Nothing is drawn beyond what you have approved. |
3. Refunds on plans and top-ups
- Unused credits: if you paid for a plan period or a top-up and have not used any of the credits it added, you can ask for a full refund within 14 days of that payment.
- Partly used credits: within 14 days we will refund the value of the credits from that payment that are still unused.
- Renewals: a plan renews automatically, so we charge you again each period until you cancel. If a renewal surprises you, ask within 14 days of that charge and we will refund the unused credits it added.
- Cancelling stops future payments and takes effect at the end of the period you have paid for. We do not refund the rest of that period beyond the rules above, unless the law requires it.
- Yearly plans: the same 14-day window applies to the yearly payment. After that, a yearly payment is not refunded when you cancel, and the credits you have stay in your balance.
- Credits spent on finished videos are not refundable, because the images, voice and render have already been made and paid for. The exception is when the video is faulty (see below).
- The free credits have no value and cannot be refunded.
When a payment is refunded, we remove the matching share of that payment’s credits from your balance. If you have already used some of them, we refund only the unused part.
If you are in the EU or UK, you normally have a 14-day right to cancel a purchase. By using credits you ask us to start providing the service immediately and acknowledge that the right to cancel is lost for credits you have used.
4. A video that isn’t right
If a delivered video has a technical fault (it will not play, audio is missing or badly out of sync, or whole panels are broken) email support@reellytic.com within 14 days with the episode name. We will redo it or return the credits.
We cannot refund a video because the story did not perform well or you changed your mind about the style. Use the approval steps to adjust the script, storyboard and panels before you commit, and you can redraw individual panels.
5. How to ask for a refund
Email support@reellytic.com from your account address with the date of the payment and, if you have it, the Stripe receipt. We reply within three business days. Approved refunds go back to the original payment method through Stripe, and most banks show it within 5 to 10 business days.
If a payment is disputed or charged back with your bank, we may freeze the matching credits while it is resolved. Please contact us first; it is faster.
6. Closing your account
If you close your account, we cancel any active plan so you are not charged again, and unused paid credits are refunded within the refund window above. After that they are forfeited when the account is deleted, unless the law gives you the right to a refund or we ended your account without cause. See deleting your data and our Terms of Service.