Refund Policy
Effective 1 November 2026
Every short costs us real money in AI fees the moment it is made, so refunds depend on how much you have used. This policy is part of our Terms of Service.
Summary
| What you bought | Full refund if you ask within | And you have made |
|---|---|---|
| First payment of any monthly or yearly plan | 14 days of the payment | 3 shorts or fewer |
| Founder deal | 14 days of the payment | 3 shorts or fewer |
| Yearly renewal | 14 days of the renewal | No shorts since the renewal |
| Monthly renewal | Not refundable | Cancel before the renewal date |
| Extra pack | 14 days of the payment | No shorts since buying it |
| AppSumo code | Handled by AppSumo under its own policy | |
Details
- Failed shorts are never charged. If a short fails or is rejected by the content check, its credit comes back automatically. You don’t need to ask.
- Broken shorts. If a finished short is clearly broken (for example no sound, or the mascot is missing), email us within 7 days with the short’s link and we’ll return the credit.
- Monthly renewals are not refunded, including when you forgot to cancel. Cancel any time before the renewal date and you won’t be charged again.
- Outside the windows above we don’t refund partly used periods. Cancelling stops future charges and you keep access until the period ends.
- AppSumo purchases are refunded by AppSumo. When AppSumo refunds a code, the code is cancelled and its access ends.
- If we shut MascotReel down or close your account without a breach on your side, we refund the unused part of what you prepaid, pro rata, as described in the Terms.
What happens after a refund
A refunded subscription is cancelled immediately. The plan, Founder deal or pack that was refunded ends, and the unused shorts that came with it are removed. Shorts you already downloaded stay yours.
How to ask
Email mascotreel@actuba.com from your account email with your order number (it is on your receipt). We reply within two working days. Approved refunds go back through Stripe to your original payment method, usually within 5–10 working days.
Please contact us before opening a chargeback with your bank. A chargeback suspends the account while it is reviewed.
Your legal rights
Nothing in this policy takes away rights you have under the consumer law of the country you live in. Where the law gives you a right to withdraw from a purchase of digital content, that right may end once you start making shorts, because the service is then supplied immediately at your request.