Refund Policy
When Tourly refunds a purchase, how the amount is worked out, what cannot be refunded, and how to ask.
Last updated
Try before you pay
Every listing starts with a free sample, so you can see your own photos moving before you spend anything. Credit packs are one-time purchases: they never renew on their own, and their credits never expire.
Refunds within 10 days
You can ask for a refund within 10 days of a purchase if credits from that purchase are still unused. Tell us briefly why you are asking; we use the reason to fix what went wrong.
How much comes back
The refund is the price you paid multiplied by the share of that purchase's credits you have not used:
refund = purchase price × (remaining credits ÷ credits purchased)
For example, if you paid $19 for 240 credits and 180 of them are still unused, the refund is $19 × 180 ÷ 240 = $14.25. A refund removes that purchase's remaining credits from your balance.
What cannot be refunded
- A request made more than 10 days after the purchase.
- A purchase whose credits have all been used.
- Free credits of any kind: sign-in, check-in, gift and promotional credits.
Monthly plans
Only monthly plans renew. You can cancel a plan at any time from the billing page (Settings, Billing), with no email to us needed. Cancelling stops the next renewal, so you are not charged again. Credits already granted for the current billing period stay usable until that period ends, then expire. A refund for a plan payment follows the same 10-day rule as any other purchase.
Failed clips and redos
If a clip fails our accuracy check, we redo it at no charge: one conservative retry, then a simple pan-and-zoom of your real photo, with no extra credits used. If a render fails for a technical reason, its credits go back to your balance automatically. You do not need to ask. A render that is blocked by our content rules is not refunded. Credits returned to your balance are not a refund to your payment method.
How to ask for a refund
Use the email support@truetourly.com from the address on your account. Include the date of the purchase and the reason. Refunds go back to the original payment method.