Scope and Merchant of Record
This Policy applies to OmniLume Reel Pro subscriptions, digital software access, account-paid entitlements, analysis quotas, and subscription-related services purchased via the payment provider. OmniLume Reel is desktop software for managing imported video material; purchases do not include physical goods, custom editing, hosted production, consulting services, third-party platform content licensing, or marketplace transactions.
Payment processing, collection, invoicing, tax handling, refund execution, and payment dispute resolution are managed by the payment provider's applicable checkout or buyer terms as the merchant of record. Refund requests should typically be submitted via the payment provider's order confirmation email, buyer portal, or support workflow; you may also contact support@omnilume.app, and we will assist in verifying product delivery, entitlement status, and technical issues.
Statutory Withdrawal Rights and Mandatory Consumer Rights
If applicable law in your jurisdiction—or the payment provider's policies at the time of purchase—grants cooling-off periods, withdrawal rights, remedies for defects, failure to deliver, or other non-waivable refund rights, those rights take precedence. Timeframes, conditions, and exceptions vary by country and region; please refer to the the payment provider's applicable refund policy and checkout disclosures applicable at the time of purchase, as well as local law.
Withdrawal rights may be limited for digital content, software access, and subscription services that have already been downloaded, accessed, used, or consumed—particularly if you expressly agreed to immediate commencement of digital delivery and acknowledged the limitation of such rights. This Policy does not exclude refunds required by law for material defects, non-delivery, failure to perform as described, or other legally mandated circumstances.
Situations We Typically Support or Assist With Refunds
Without prejudice to statutory rights, the following situations are typically prioritized for review and may qualify for full or partial refunds, entitlement restoration, or billing cycle adjustments: duplicate charges, clear payment errors, successful payment without activation of paid entitlements, technical failures preventing subscription status synchronization, or reproducible, unresolved material defects preventing access to core purchased functionality.
Where issues can be reasonably resolved via entitlement re-synchronization, quota restoration, account status correction, compatibility guidance, release of a patch, or extension of the affected billing cycle, we may first offer such remedies. If resolution remains unattainable, we will assist you in providing necessary information to the payment provider for refund evaluation.
Subscription Cancellation and Refund Impact
You may cancel your subscription via the 'View receipt' or 'Manage subscription' links in your the payment provider order confirmation email, the the payment provider buyer portal, or in-product subscription management interfaces. Cancellation stops future renewals; unless required by applicable law, the payment provider policy, or case-specific review, cancellation alone does not automatically refund the current paid billing period.
If your subscription is canceled without a refund, you may typically continue using paid entitlements for the remainder of the current billing period. Should a refund, chargeback, payment reversal, or fraud review occur, associated Pro entitlements, analysis quotas, active analysis reservations, subscription status, and account authorizations may be downgraded, suspended, or revoked.
Situations Typically Not Eligible for Refund
Unless required by applicable law or the payment provider's review outcome, the following generally do not constitute valid grounds for refund: changing your mind after clearly using paid entitlements, failing to cancel before renewal, not reading pricing or renewal disclosures, inability to complete analysis due to lack of rights to access or use relevant video content, changes in third-party video platform rules or availability, network or device environments failing to meet product requirements, or subjective dissatisfaction with AI output when functionality operates as intended.
Violations of the Terms of Service or Acceptable Use Policy, account sharing or abuse, circumvention of quota limits, fraud, refund abuse, malicious chargebacks, processing infringing or unauthorized content, or use of the Product for prohibited purposes typically result in denial of refund and may lead to account or entitlement restrictions.
How to Request a Refund
The fastest way is to submit your request via the refund option in your the payment provider order confirmation email, receipt page, or buyer portal. You may also contact support@omnilume.app to describe your issue; we will help verify product delivery, subscription entitlements, and technical status—but actual payment processing and refund execution are handled by the payment provider.
Please include your the payment provider order number, purchase email, subscription or transaction date, reason for requesting a refund, and any information helpful for investigation. For technical issues, please provide the application version, operating system, account email, error screenshots, or brief reproduction steps. Unless explicitly requested, do not send original video files, third-party platform Cookie, passwords, full local file paths, or other sensitive content.
Upon approval, refunds are typically issued to the original payment method; actual processing time, currency, taxes, exchange rates, and settlement timing depend on the payment provider, payment institutions, and applicable law. the payment provider's transaction records may be used to verify eligibility and timing but do not restrict your mandatory consumer rights.
Payment Disputes and Abuse Handling
If you believe a charge is incorrect, we recommend contacting us first via the payment provider's buyer support or support@omnilume.app to expedite verification of your order, entitlements, and technical status. Initiating a chargeback or dispute directly with your bank, card network, or payment service may result in suspension of your paid entitlements during the review period.
We and the payment provider may reject requests involving fraud, refund abuse, malicious chargebacks, duplicate claims, false non-delivery assertions, or manipulative behavior. This does not affect your right to pursue remedies through payment institutions, consumer protection agencies, or other lawful channels.