Credits, plans, and billing
Refund Policy for FacelessReel Credits and Subscriptions
This policy explains when an unused purchase may qualify for a cash refund, when a failed generation restores credits, and how Waffo Pancake processes approved transaction refunds.
Last updated: September 14, 2026
Refunds at a glance
This summary is for convenience. The detailed rules and mandatory consumer rights below control if there is a conflict.
- Fully unused credit-pack purchases may be refunded when requested within 7 calendar days.
- Fully unused subscription purchases and renewals may be refunded within the same 7-day window.
- A successful generation normally makes the credits used for it ineligible for a cash refund.
- Confirmed technical failures restore credits to their original credit source instead of creating a cash refund.
- Canceling a subscription stops a future renewal; it does not automatically refund the current payment.
- Mandatory consumer rights continue to apply regardless of this policy.
Refund eligibility by situation
| Situation | Timing and use | Usual outcome | What happens next |
|---|---|---|---|
| Unused credit pack | Request within 7 calendar days; no credits from that order used for a successful generation. | Cash refund review | The order credit lot is removed. |
| Unused subscription or renewal | Request within 7 calendar days; no credits from that billing cycle used for a successful generation. | Cash refund review | Paid access ends and unused cycle credits are removed when the refund completes. |
| Confirmed technical failure | The service did not deliver a usable output because of a system or provider failure. | Credit restoration | Credits return to their original source and keep its original expiry rules. |
| Completed output you dislike | The generation completed, but the style, composition, prompt result, or creative direction was not preferred. | No cash refund or automatic credit restoration | The generation remains available to you. |
| Duplicate or unauthorized payment | Contact us as soon as possible with the Waffo order or receipt reference. | Payment investigation | FacelessReel verifies product use; Waffo Pancake handles the transaction outcome. |
Credit-pack refunds
A one-time paid credit pack may qualify for a cash refund when the request is submitted within 7 calendar days of payment and the complete credit lot created by that Waffo order remains unused.
Unused means that no credits from that order were allocated to a successful AI generation. The reason for requesting the refund does not change this basic eligibility rule.
Credits reserved by an in-progress generation are temporarily treated as unavailable. Eligibility can be determined after that generation succeeds or the reserved credits are restored following a confirmed failure or cancellation.
Once any credits from the order have funded a successful generation, the order is generally not eligible for a full or partial cash refund. Exceptions required by law or approved by Waffo Pancake continue to apply.
Subscriptions, renewals, and cancellation
An initial subscription payment or renewal may qualify when requested within 7 calendar days and no credits from that billing cycle have been used for a successful generation.
If Waffo Pancake completes the cash refund, paid access ends immediately and unused credits from that refunded billing cycle are removed. A refund does not provide a free remainder of the billing period.
Cancellation is different: canceling through the Waffo Pancake customer portal stops the next renewal while paid access normally continues to the end of the current paid period. Deleting a FacelessReel account does not by itself cancel a Waffo subscription.
Failed generations and credit restoration
When a confirmed system or generation-provider failure prevents delivery of a usable output, FacelessReel restores the affected credits to the same subscription, promotional, or purchased-credit source from which they were taken.
The restored credits keep the original source rules, including subscription reset dates and promotional expiry. Credit restoration is not a cash refund.
A generation that completed successfully but did not match a creative preference, preserve an expected likeness, or produce a preferred style is not automatically treated as a technical failure. Contact support if the service reported success but did not deliver a usable file.
Duplicate, unauthorized, or missing-credit payments
Contact us as soon as possible if you see a duplicate charge, do not recognize a payment, or did not receive purchased credits. Include the Waffo order ID or receipt reference so the transaction can be located.
FacelessReel first verifies account delivery and credit use. Waffo Pancake may request additional payment verification and handles the resulting transaction refund or chargeback.
How to request a refund
- Submit the refund form with your account email, Waffo order ID or receipt, purchase date, purchase type, and any related generation ID.
- We normally acknowledge receipt within 1 business day. Eligibility review and final payment processing may take longer.
- If the order appears eligible, its unused credit lot is temporarily placed on hold so it cannot be spent during review.
- Waffo Pancake executes an approved refund to the applicable payment method. Bank, card, tax, fee, and currency timing are controlled by Waffo Pancake and the payment institutions involved.
- If the refund cannot be completed, the hold is released and the unused credits become available again.
Do not send passwords, government IDs, or full payment card details. Account control is verified through your account email and order information.
Submit a Refund RequestFacelessReel and Waffo Pancake responsibilities
Ethan Zhang, an individual developer operating FacelessReel, provides the product, verifies delivery and credit use, and handles the first support review.
Waffo Pancake is the Merchant of Record and processes refunds and chargebacks for Waffo transactions. Purchases are also governed by the Waffo Buyer Terms.
Contact FacelessReel first. If a long-standing payment issue remains unresolved, use the Waffo Pancake customer portal or the support options in your purchase receipt.
Mandatory consumer rights
This 7-day policy does not exclude withdrawal rights, remedies for non-conforming digital services, or other consumer protections that applicable law does not allow the parties to waive.
Waffo Buyer Terms may apply additional rules based on the transaction, product delivery, and your location. Where those mandatory rules provide stronger rights, those rights prevail.