RecCloud Refund Policy

Before you start reading RecCloud’s refund details, we would like to express our sincere gratitude for your trust and support. We always strive to provide the best quality service and ensure your satisfaction. However, we understand that sometimes you may need a refund. Here, we hope to provide a clear refund policy to help you understand and navigate the process when needed.

Refund Policy:

  • RecCloud will reasonably calculate fees based on the usage time of VIP members.
  • The actual price of the VIP package is based on the order amount at the time of purchase.
  • Billing cycle: Weekly members are calculated based on 7 days, and annual members are based on 365 days.

Products purchased within 7 days can request a refund without reason by contacting customer service. The refund details are as follows:

  • Weekly/Annual Membership Purchases: Refund requests for weekly memberships made within 3 days of purchase and for annual memberships made within 7 days of purchase will be processed based on the per-credit price of the purchased credits. For example, if you purchased a Weekly Basic Membership (which includes 500 credits), your refund will be calculated at R$0.098 per credit, multiplied by the number of remaining credits in your account.
  • Permanent Credit Purchase: If you request a refund within 7 days of purchase, we will refund the remaining credits in your account based on the unit price of the purchased credits. For example, if you purchased 1000 permanent credits, we will refund based on R$0.099/credit * remaining credits.

Refunds requested after 7 days of purchase generally will not be issued unless there are valid reasons such as:

  • Our software is incompatible with your hardware, and the issue cannot be resolved by our technical team.
  • Other major technical problems that cannot be resolved within 7 days of purchase.
  • Incorrect purchases and requests for replacement with other products from our product list.
  • Duplicate purchases due to platform errors.
  • The product does not provide the features described on the product page, purchase materials, or advertisements.
  • Even after contacting our support center, the product cannot be activated.

Note: We support refunds for users who purchase through the Android app, web version, and Windows software. Due to the special nature of the Apple platform, users who purchase through the iOS App and Mac software need to contact the App Store for refunds. Please see the details below.

Special Cases Where Refunds Are Not Supported:

Orders purchased through non-official channels, such as App Store, need to be refunded through the respective purchase channels.

For orders purchased through the App Store, the App Store charges a 30% platform fee. You can refer to the App Store’s refund instructions to apply for a full refund: https://support.apple.com/pt-br/118223

If your refund request through the App Store is denied, you can contact us to process the refund. The refundable amount will be: 70% of the total purchase amount – the cost of the consumed credits.

To confirm the refund, please submit a ticket to us online. Once the refund is completed, the corresponding VIP account will be deactivated.

How Long Does It Take to Cancel an Order?

We will process refunds within 3-7 business days, but the actual refund time depends on your payment method. Due to holidays, the refund processing time may be longer than expected, but it will not exceed 20 days. If you have not received the refund 20 days after the refund is approved, please contact us to check the refund status.

Instructions for Canceling Automatic Renewal Services

If you need to cancel the subscription, please manually cancel it at least 24 hours before the subscription period expires. Unless the user violates the national laws and regulations or the provisions of this service agreement, the user can choose to unsubscribe from the continuous service.

Apple In-App Purchase (Apple ID Purchase):

  • iOS 12 and above: Open the “App Store” on your iPhone –> Click on the user avatar in the upper right corner to enter “Account” –> Click “Subscriptions” –> Select the relevant service –> Cancel subscription.
  • iOS below 12: Open “Settings” on your iPhone –> Go to “iTunes Store & App Store” –> Click “Apple ID” to view Apple ID –> Enter the “Account Settings” page –> Click “Subscriptions” –> Select the relevant service –> Cancel subscription.

Please ensure that you fully understand the relevant regulations while using the service to guarantee the protection of your rights. Please carefully read the refund rules outlined above, and follow the given instructions when necessary. We would like to express our gratitude for your trust in RecCloud once again, and assure you that we will do our utmost to deliver the best possible experience to you.