Refund Policy

Last updated: September 2026

1. How refunds work at ReelTide

We use two payment providers, and which one handled your purchase determines how the money moves — but eligibility is always decided by us first, because only our own records show whether a credit has actually been used for a successful import. No payment provider has visibility into that.

If your purchase was processed by Paddle (our Merchant of Record for that transaction): we review your request against our records, and if it's eligible, we approve and forward it to Paddle, who then executes the refund to your original payment method under Paddle's buyer terms. You may also start a request directly with Paddle at paddle.net — Paddle will typically check with us on credit-usage before finalizing it.
If your purchase was processed by Paystack: we are the merchant of record, so we review and issue the refund directly through Paystack ourselves. There is no third party in the approval loop.

Either way, the fastest route is to contact us first at info@reeltide.online so we can confirm eligibility before anything is routed for payment.

2. Refund window

You may request a refund within 30 days of your purchase date, for unused credits, regardless of which provider processed the purchase.

3. How to request a refund

Check our records to confirm how many of the purchased credits, if any, have been consumed by a successful import;
Approve or decline the refundable portion based on that check;
Route the approved amount through the correct provider — Paddle or Paystack — depending on how the original purchase was processed.

You may also contact Paddle directly (for Paddle-processed purchases) via paddle.net or the link in your Paddle confirmation email; Paddle will coordinate with us to confirm credit usage before finalizing anything.

4. What is refundable

Unused credits purchased within the last 30 days, on either provider.
Credits deducted due to a verified technical error on our part (for example, a charge processed without a corresponding successful import) — refunded once we've confirmed the error against our records.

5. What is not refundable

Credits already consumed by a successful video import.
Free trial credits granted at signup — these carry no cash value and cannot be exchanged or refunded for money.
Purchases older than 30 days, unless required by applicable consumer protection law.
Refunds where there is evidence of fraud, abuse, or suspicious behaviour.

6. Processing time

Once a refund is approved, funds are returned to your original payment method:

Paddle-processed refunds: typically 5–10 business days once Paddle actions the approved refund, depending on your bank or card issuer.
Paystack-processed refunds: typically 3–10 business days once we action the refund through Paystack, depending on your bank or card issuer.

7. Chargebacks

If you initiate a chargeback without first requesting a refund through us (or, for Paddle purchases, through Paddle), we may suspend your account and withhold unused credits pending resolution. Where a chargeback is initiated without valid cause, you agree to reimburse us for any fees, costs, or losses we incur as a result, as set out in our Terms of Service.

8. Your statutory rights

Nothing in this policy limits your statutory consumer rights under applicable law, including any mandatory refund or cancellation rights you may have in your country of residence.

9. Governing law

This policy is governed by the laws of Kenya, consistent with our Terms of Service, unless applicable local consumer protection law in your country of residence requires otherwise.

10. Contact

Questions about this policy: info@reeltide.online