Policies & information
Refund Policy
How refund requests for SI subscriptions are reviewed and processed.
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Refund eligibility
This Refund Policy applies to subscriptions purchased on facelessreels.si. We review refund requests individually, including duplicate charges, incorrect billing and paid services that were not delivered. We consider the payment record, service delivery, credit usage and the circumstances of the request. There is no blanket money-back guarantee.
Charges for credits already consumed by delivered services are normally not refundable. Unused credits, cancellation or a change of mind do not automatically create a refund entitlement. These limits do not prevent review of a billing error, non-delivery or a defective service, and do not restrict any refund or other remedy required by applicable law.
Request a refund review
To request a review, email support@facelessreels.si from your account email and include the order or invoice reference, payment date, amount and reason for your request. For a generation issue, include the affected project or operation reference if available. Please do not send a full card number, card security code or password. We may request relevant information needed to verify the payment and investigate the issue, and will communicate the decision and any approved amount by email.
How approved refunds are processed
Subotiz processes approved refunds to the original payment method where supported. The time for funds to appear depends on the payment provider and your bank. We will communicate the decision and approved amount by email. Credits or access associated with a refunded payment may be adjusted to reflect the refund.
Cancellation is separate from a refund
Cancel future renewals from Billing → Manage subscription in your workspace, which opens the Subotiz customer portal. Cancellation normally leaves access active until the end of the paid billing period; check its effective date in the portal. It does not automatically refund a prior charge. A refund request does not itself cancel future renewals. Contact support if you cannot access the portal.
Your statutory rights
Nothing in this policy excludes mandatory consumer rights, including any applicable withdrawal, cancellation or refund rights. Where the law requires a different remedy, that requirement takes priority over this policy. This policy does not limit your right to raise a payment dispute with your payment provider.