Summary
Two distinct refund mechanisms. reclamepenet.ro offers you two separate paths through which you can recover value when something does not go right. The first is the internal Re-Generation Credits system — a token-based restitution paid directly into your workspace balance, tiered by category, when a specific render did not turn out the way you hoped. The second is the statutory 14-calendar-day right of withdrawal granted by Romanian Government Emergency Ordinance 34/2014 (OUG 34/2014), through which you can receive cash back on a credit pack that you have purchased but not yet started consuming. The two mechanisms operate independently — they do not exclude each other, they do not stack, and they do not overlap.
The payment processor. reclamepenet.ro uses Paddle as its official payment processor and merchant of record (MoR). This means that Paddle is the contractual counterparty for the payment transaction, the invoice is issued by Paddle, and OUG 34 cash refunds (§3) are returned to your original payment method through Paddle. For Re-Generation Credits (§2), no external processor is involved — restitution is made exclusively in tokens, inside your account.
Re-Generation Credits (token-based refund)
a) The categories
When a render completes and you are not satisfied with the result, you have the option to open a Re-Generation request in which you explain exactly what did not work. Depending on the category you select, you receive back a different percentage of the credits consumed for that render. The percentage is shown in the interface before you confirm the request, so you know exactly what you are getting back.
- Technical error— missing audio, broken synchronization, blank frames, wrong aspect ratio, render cut mid-script. These requests are sent to our team’s review queue. Upon technical confirmation of the issue, you receive 100% of the credits returned to your workspace balance, plus a free re-render once the team investigates the cause. Guaranteed response within 24 hours.
- Script issue — the message does not convey what you intended, the hook is weak, a sentence is cut off. Because the script was approved by you before rendering, 50% of the credits are returned.
- Visual issue with the avatar — unnatural movements, wrong expressions, imperfect lip-sync, visual glitches at the face level. 50% of the credits returned.
- I don’t like the overall style — without a specific technical reason, just subjective dissatisfaction with vibe, tone, or atmosphere. 25% of the credits returned. This category is limited to a maximum of 2 requests per calendar month. The avatar, voice, and script were previewed at three separate checkpoints before rendering, so subjective post-render dissatisfaction implies partial responsibility on your side for the configuration choices.
b) Modifier based on your history
Trust trial — first 2 paid renders. For the first two paid renders across the entire lifetime of your account (counted at account level, not per pack), the percentage of credits returned is raised to 100%regardless of the category selected — except for the “Technical error” category, which is 100% by definition anyway. This initial window exists so that you can test the platform without fear: if the first results do not convince you, you lose nothing.
From render #3 onward: the standard category percentage applies (50% for script, 50% for avatar, 25% for subjective style, 100% for confirmed technical error). This transition from trial to standard regime is visible in the Re-Generation interface — nothing changes “behind the scenes.”
c) The time window
The link through which you can open a Re-Generation request appears on the preview screen of a render only for 1 hour after the render completes and after you have watched at least 80% of the video. After this one-hour window expires, the variant is automatically marked as accepted and the Re-Generation link disappears from the interface.
For technical issues discovered later (for example, you notice a defect only on a second viewing a few days later), the option “Report a technical issue”remains permanently available in the project details. The request is routed to our team’s review queue, and if the technical defect is confirmed, you receive 100% of the credits back plus a free re-render. SLA: response within a maximum of 24 hours.
d) Velocity limits
After the trial period ends (the first 2 renders), we apply the following anti-abuse limits, designed to prevent exploitative usage patterns without affecting genuine users:
- A maximum of 1 Re-Generation request per 24 hours (sliding window).
- A maximum of 20% Re-Generation rate over the last 10 paid renders — in other words, at most 2 out of 10.
- After 5 total Re-Generation requests on your account, the next request enters a human review queue before the credits are actually returned. The response SLA remains 24 hours.
e) Variant states
When a Re-Generation request is processed successfully, the rendered variant transitions to a specific internal state: refunded_full for a 100% restitution or refunded_partial for the 50% / 25% restitutions. The returned credits are added immediately to your workspace balance and appear instantly in the credit history. Variants that have been accepted— either manually, by clicking “Accept and download,” or automatically, after the 1-hour window expires — transition to the accepted state and can no longer receive returned credits through the Re-Generation mechanism. For full cash refund on a pack in which you have not yet consumed any credits, see §3 below.
Full OUG 34/2014 refund (cash-back on unused credit packs)
a) The right of withdrawal
Pursuant to OUG 34/2014 (the Romanian Government Emergency Ordinance on consumer rights in contracts concluded with professionals, which transposes EU Directive 2011/83/EU on consumer rights into Romanian law), you have the right to withdraw from a digital content supply contract within 14 calendar days from the conclusion of the contract, up until the moment the digital content is actually delivered. Once the digital content has been actually delivered, the right of withdrawal is extinguished — article 16 letter (m) of OUG 34/2014.
b) How it applies to credit packs
The purchase of a credit pack (Starter, Creator, or Pro) constitutes a single payment transaction. The 14-day OUG 34 right attached to that transaction persists until the first credit from that pack has been consumed. Each individual render you launch constitutes a separate delivery of digital content: when you click “Generate,” the interface displays the article 16(m) consent through which you expressly confirm that you agree for delivery to begin immediately and that you waive your right of withdrawal for that specific render.
The consumption rule (FIFO): from the moment a single credit from a pack has been consumed, the OUG 34 right on that pack is fully extinguished. Credit consumption follows the chronological order of purchases — the oldest unused pack is “touched” first. There is no pro-rata cash refund on partially used packs; this is the standard industry model for digital credit packs (similar to Adobe, Apple, and other credit-based SaaS platforms).
Partially used packs remain covered internally by the Re-Generation Credits mechanism described in §2 — on each individual render, within the limits stated there. And fully unused packs purchased within the last 14 calendar days remain eligible for full cash refund, regardless of how long you have been using other packs in the meantime; per-pack visibility is described in §3c below.
c) How it is processed
The cash refund is processed through Paddle, in its capacity as official payment processor and merchant of record. The amount returned is calculated as the price paid, net of Paddle’s processing fee, in accordance with their standard policy on transactional adjustments. The processing time is up to 14 business days from the receipt of an eligible request, and the amount appears on the payment method used initially (your bank card, SEPA transfer, or any other method used at purchase).
Per-pack visibility: for every credit pack you purchase, the /setari/facturare panel displays the corresponding OUG 34 status — eligible for cash refund until [date], ineligible — pack used, or ineligible — 14-day window has expired. This per-pack transparency prevents surprises when you hold multiple packs at the same time and one of them is eligible while the other is not.
d) Temporary pre-launch note
Important — transitional period: until the full integration with our payment processor is complete, OUG 34 cash refund requests are processed manually (by a human operator on our team). The maximum 14-business-day deadline remains valid during this period, and the fully automated mechanism will be active only after the official launch of the payment flow into production. This note will be updated or removed at the moment the automated flow is activated, by incrementing the version of this policy.
How to request a refund
- For Re-Generation Credits: in the application, on the preview screen of a render — after watching at least 80% of the video, a discreet link appears below the “Accept and download” button: “Not satisfied? Tell us why.” Click on this link → select the appropriate category → see exactly how much you get back → confirm the request. The link is available for 1 hour after the render completes. For technical issues discovered later, the option “Report a technical issue” remains permanently available in the project details.
- For OUG 34 cash refund (unused pack): send an email to support@reclamepenet.ro with the order number (you can take it from the purchase confirmation email). The operator confirms receipt of the request, verifies eligibility (pack within the 14-day window, no credit consumed), and initiates the refund within at most 14 business days. Note: in future versions of the platform, this request will be available self-service in the /setari/confidentialitate panel.
- Complaints and unresolved disputes: if a refund request was rejected and you have not reached an amicable resolution with our team, you can file a complaint with the Romanian National Consumer Protection Authority (ANPC) — anpc.ro. For cross-border B2C disputes within the EU, you can use the European Commission’s ODR (Online Dispute Resolution) platform — ec.europa.eu/consumers/odr.
Cases in which a refund does not apply
In order to preserve the economic balance of the service and prevent abuse, there are concrete situations in which neither Re-Generation Credits nor OUG 34 cash refund are applicable:
- Packs in which at least one credit has been consumed — the OUG 34 right on the relevant pack is fully extinguished at the moment of first consumption (FIFO). Re-Generation Credits remain available, however, on each individual render, within the limits described in §2.
- Requests submitted after the 14-calendar-day window has expired from the purchase of the pack — the statutory OUG 34 right is no longer applicable.
- Already-accepted variants— either manually, by clicking “Accept and download,” or automatically, after the 1-hour window from render completion has expired. The Re-Generation mechanism no longer applies on accepted variants; for technical defects discovered later, use the “Report a technical issue” option.
- Accounts suspended or closed for breach of the Terms and Conditions — any right to a refund subsequent to the date of confirmed breach is suspended.
- Initiating a payment dispute (chargeback) with the issuing bank of your card or directly with Paddle — in this case, the account is automatically suspended and any subsequent right to credit restitution or future refund is voided. We strongly urge you to contact us first at support@reclamepenet.ro — in most cases we can resolve the issue more quickly and more favorably than through a chargeback procedure.
Changes to this policy
This is version 1.0, in force from 5 May 2026. The refund policy may be updated periodically — minor changes (language clarifications, typographical corrections, formatting adjustments) are noted by a new “last updated” date, without retroactive effect on transactions already completed. Material changes to the Re-Generation percentages, the one-hour window, the cash-refund process, or the exceptions listed above apply only to new purchases made on or after the effective date of the new version; transactions existing at the moment of the change remain governed by the version of the policy in force at the moment of the relevant pack purchase. You will be notified by email of any material change before it enters into force.