Last updated: 24 March 2026

This Refund Policy explains the conditions under which RADULESCU INNOVATIONS PRO LTD (“we”, “our”, “us”) may issue refunds for purchases made through reeluno.com and the platform at panel.reeluno.com. By purchasing tokens, token packs, or any other services from us, you acknowledge that you have read and agree to this Refund Policy.

1. Company Information

RADULESCU INNOVATIONS PRO LTD
Company number: 16778163
Registered office address: 3rd Floor Suite, 207 Regent Street, London, England, W1B 3HH
Email: support@reeluno.com

2. Nature of Our Products

  • Tokens and token packs are virtual, non-tangible credits used to access certain features within our platform.

  • Once delivered to your account, tokens are considered consumed digital goods and cannot be returned or exchanged for money.

2.1 Statutory Right of Withdrawal

Under the UK Consumer Contracts Regulations 2013, you have a legal right to cancel your purchase within 14 days without giving a reason. However, by purchasing tokens and clicking “Confirm” (or using the Service), you express consent to receive the digital content immediately. You acknowledge that once you use any portion of a token pack or perform a single AI operation (e.g., Scene Understanding), you lose your right to cancel and receive a refund for that purchase.

3. General Refund Policy

Subject to your statutory rights under the Consumer Rights Act 2015, all sales are final. If the digital content is faulty or does not match the description provided (e.g., the AI fails to generate any output for a valid image), you are entitled to a repair, replacement, or a pro-rata refund.

4. Exceptional Circumstances

We may, at our sole discretion, issue refunds in the following cases:

  • Duplicate purchase caused by a technical error.

  • Incorrect billing amount due to a system malfunction.

  • Service unavailability for an extended period (more than 72 consecutive hours) preventing token usage.

  • Legal requirement under applicable law.

  • If the Service fails to perform as described due to a technical fault on our end, we will first attempt to fix the issue or re-credit the affected tokens to your account. If the fault cannot be fixed within a reasonable time, you may be entitled to a partial or full refund of that specific transaction.

5. Refund Process

  • All refund requests must be submitted in writing to support@reeluno.com within 14 calendar days of the original purchase.

  • You must provide:

    • Your full name and account email.

    • The order number or transaction ID.

    • A detailed description of the issue and reason for refund.

  • We may request additional information or documentation to process your request.

  • Approved refunds will be processed within 10 business days to the original payment method used.

6. Chargebacks

  • Initiating a chargeback without first contacting our support team may result in immediate account suspension.

  • We reserve the right to dispute any chargeback that violates this Refund Policy.

7. Submission Period

Requests for a “change of mind” refund (where tokens remain completely unused) must be submitted within 14 days. Claims regarding faulty digital content or technical errors should be reported as soon as the issue is identified.

8. Third-Party Payment Processors

  • All payments are processed securely by third-party providers.

  • We are not responsible for delays or errors caused by the payment processor.

  • Refund timelines may vary depending on the payment method and financial institution.

9. Policy Changes

We may update this Refund Policy from time to time. Any updates will be posted on this page with the updated “Last updated” date.

10. Contact Us

If you have any questions about this Refund Policy or believe you qualify for a refund, please contact:

RADULESCU INNOVATIONS PRO LTD
📍 3rd Floor Suite, 207 Regent Street, London, England, W1B 3HH
📧 support@reeluno.com