Cancellation & Refunds

Last updated: 6 November 2026. Please read this before you pay.

Cancelling an order

You can cancel a reel from Your reels any time before you pay for it. Once you have paid, work starts straight away, so a paid order cannot be cancelled in the app. If you need to stop a paid order, write to us straight away.

Refunds are decided by our team

We do not refund automatically. Every refund request is read by a person on our team. If you are not happy with your reel, first use your free corrections to change it. If the quality is still poor, email us with your reel code and tell us what is wrong. We review the reel and the request, and if we approve the refund we pay it back.

If we cannot deliver

If we cannot deliver your reel, or your material is unusable and cannot be fixed, we refund the amount you paid.

Late delivery

If we miss the 24-hour delivery target, contact us and we will put it right.

Payment not received or taken twice

If money left your account but your order shows as unpaid, or you were charged twice, email us the payment reference. We will check it and either start your order or refund the extra amount.

How refunds are paid

Approved refunds go back to the original payment method. Your bank may take several working days to show the money.

How to ask

Email support@reelsdone.com with your reel code, or send a message from the Support page in your account.

Questions about this page? Email support@reelsdone.com.