1. How credits work
- One credit renders one full reel — all frames, the ice breaker, action items, and your retries are included, within a fair-use frame budget and a 24-hour render window per reel.
- Credit packs are one-time purchases — no subscription, nothing recurring.
- Purchased credits do not expire and stay on your account until used or the account is deleted.
- Current pack prices are listed on the pricing page.
2. Refunds on credit packs
- Payments are processed by Paddle as merchant of record, so refunds are issued through Paddle to your original payment method.
- Entirely unused packs: full refund if requested within 14 days of purchase.
- Partially used packs: credits already spent on rendered reels are not refundable; we may, at our discretion, refund the unused remainder pro-rata within the 14-day window.
- Free or promotional credits (including beta starter credits) have no monetary value and are not refundable.
- By purchasing, you agree credits are delivered to your account immediately. Where consumer law provides a cooling-off period for digital content (for example in the EU and UK), you consent to immediate supply and acknowledge the right of withdrawal does not apply to credits you have already spent.
3. Failed renders
- Retries within a reel are free — a flaky frame never costs an extra credit.
- If an entire reel fails to produce usable frames because of a fault on our side, tell us via the contact form with the approximate time and team name and we will restore the credit.
4. Account deletion
Deleting your account permanently forfeits any remaining credits (you are warned at the point of deletion). If you intend to request a refund on an unused pack, do so before deleting the account.
5. How to request a refund
Fill in the form below (or use our full contact page) with the email address on your RetroCast account and your Paddle receipt or transaction number. We respond within 5 business days. Please contact us before raising a dispute with your bank — chargebacks on legitimately delivered credits may result in account suspension.
6. Your statutory rights
Nothing in this policy limits rights you have under the South African Consumer Protection Act or the consumer law of your country that cannot be excluded by agreement.