Refund outcomes depend on the actual booking stage and circumstances. Nothing in this Policy limits a right or remedy that cannot lawfully be excluded.
A Customer may cancel for a full refund while Reel It is still searching and no Reelo has accepted or been assigned, subject to payment status and fraud/abuse review.
After a Reelo accepts, the Customer has up to 10 minutes to review the Reelo profile and cancel for a full refund, provided the Reelo has not marked themselves on the way, arriving soon or arrived. Once the Reelo begins travelling, ordinary free cancellation ends. This reflects the cancellation rules enforced by the Platform.
If a Customer prevents the booking from starting after the Reelo reasonably arrives, a full refund is not guaranteed. If the Reelo fails to attend or cannot provide the booked service without Customer fault, Reel It may provide a replacement, reschedule, refund or other appropriate remedy.
After successful OTP verification and required device confirmation, the paid session may start automatically and is considered in performance. A full refund is not ordinarily due merely because a Customer changes their mind after commencement. Fraudulent or premature OTP/session activity may be considered during review.
A Reelo may not ordinarily end a paid session early merely to leave after verification. Verified Reelo non-performance may result in a full or partial refund, replacement, credit or other appropriate remedy. Refunds may be reduced or denied where a session cannot continue because of Customer misconduct, unsafe conditions or unlawful requests, to the extent permitted by law.
An extension becomes effective only after Reelo acceptance and successful Customer payment. If a paid extension cannot be provided for a reason attributable to Reel It or the Reelo, the Customer will ordinarily be eligible for an appropriate refund of the unprovided extension.
For Reelo-device Originals and Edited bookings, failure to provide required content may result in Reelo payout being withheld and an appropriate Customer remedy. For Customer-device Edited bookings, the Customer must upload usable raw footage before the editing target begins; Customer-caused upload delay correspondingly delays editing.
The Platform may display 24-hour or 48-hour delivery targets depending on the service/device flow. Reel It may grant a documented delivery extension, including an additional 12 or 24 hours where supported. Materially overdue delivery after applicable extensions may be reviewed by Support.
Failed/incomplete payments may be automatically reversed by the payment provider or bank. Verified duplicate successful charges for the same booking will be corrected or refunded as appropriate. Reel It may wait for provider confirmation before a manual refund to avoid duplicate reversals.
Approved refunds are ordinarily initiated to the original payment method. The time for funds to appear depends partly on Razorpay, the bank, card network or UPI participant. Reel It does not impose a hidden refund fee; any cancellation deduction must have a legitimate basis under the booking terms, this Policy and applicable law.
Reel It may use booking, OTP, session, delivery, payment and support records to respond to legitimate payment disputes. Reelo payout may be delayed or adjusted while a legitimate refund, chargeback, fraud or service-quality investigation is open.
Reel It is not permanent cloud storage. Properly delivered media is generally available for up to 72 hours following the applicable delivery/completion process. Failure to download properly delivered content within the disclosed retention period does not ordinarily create a refund right.
Use in-app Support or email support@thereelit.com with the booking reference and a clear description of the issue. Never send passwords, OTPs, UPI PINs or full card/bank credentials.