Cancellation & refund policy
This policy applies to every plan and credit top-up bought from Empor Rocket Private Limited for HyperReel. It is part of our terms of service.
1. Cancelling a plan
- Plans are billed monthly and renew automatically until you cancel. There is no minimum term and no cancellation fee.
- You can cancel at any time yourself in your account, under Settings, Billing, with the button Cancel subscription. You can also write to contact@hyperreel.ai from the e-mail address of your account, or use the contact form linked in the settings of your account. We confirm every cancellation by e-mail.
- A cancellation takes effect at the end of the billing month you have already paid for. Until then your plan stays active. After that date you are not charged again.
- You can also withdraw the payment mandate itself, in your UPI app or through your bank or card issuer. If you do, please tell us as well, so that we close the plan properly.
- Unused monthly plan credits lapse when the cancelled plan ends; they are not carried over and not refunded. Free and top-up credits stay in your account for as long as the account exists.
2. When you get your money back
- Unused purchase, within 7 days. You can ask for a full refund of a plan payment or a top-up within 7 days of the charge, as long as the credits from that purchase have not been used. The refund removes those credits from your account.
- Charged twice or charged in error. If you were charged twice for the same purchase, or charged after a cancellation had taken effect, we refund the wrong charge in full, whenever you notice it.
- We could not deliver. If you paid and the credits did not arrive, or a technical fault on our side keeps us from delivering the service, we fix it or refund the amount affected.
3. When a video fails or is faulty
- If a video cannot be generated, the credits reserved for it go back to your account automatically. You are only charged credits for video that was delivered.
- If a delivered video has a technical defect (for example it does not play, or the picture or sound is broken), write to us within 7 days of delivery. We generate it again at no cost or return the credits.
4. What is not refunded
- Credits that have been used for delivered videos.
- The remaining days of a billing month after you cancel. Your plan simply runs until the month ends.
- A video that was delivered without a technical defect but that you would have liked differently. Generated results vary, and you can review the script and the scenes before the video is produced.
- The free plan, which costs nothing.
Credits cannot be exchanged for money, transferred to another account or resold.
5. How to ask for a refund
- Write to contact@hyperreel.ai from the e-mail address of your account. Tell us the receipt number or the payment reference and the reason.
- We answer within 2 business days.
- An approved refund is sent to the payment method you paid with. It usually arrives within 5 to 7 business days, depending on your bank. We do not refund in cash or to a different account.
6. If we cancel
If we stop offering the service or close your account without a breach of the terms on your side, we refund the unused part of what you paid for. If we close an account because of a serious breach of the acceptable use policy, no refund is due.
7. Complaints
If you disagree with a decision on a refund, write to our grievance officer at grievance@hyperreel.ai. Details are on the legal disclosures page. Nothing in this policy limits rights you have under consumer protection law.
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