Esplainly by Reel Engine
Refund policy
Esplainly runs on your computer rather than on ours, which is the best thing about it and the one thing we cannot test before you buy. So the deal is simple: if it will not run on your PC, you should not be paying for it.
Last updated 11 August 2026
If you cannot get it running, you get your money back
If you cannot get Esplainly installed and running on your PC, tell us within seven days of paying and we refund you in full. There is no form and nothing to prove. Tell us what happened in your own words.
We will try to get it working first, because most of these turn out to be a five minute fix and you would rather have the software than the money. If we cannot get it running on your machine, you get the money.
The seven days waits for us. If we are still going back and forth on day seven, your refund is still there. Nobody loses one because we took a day to reply.
What counts, and what does not
Three things count, and they are the ones that actually happen:
- It will not install. The installer refuses or stops part way.
- It installs and will not start. Nothing opens, or it opens and closes again, or it stops at the same error every time.
- It starts and cannot render on your machine, and it keeps happening after we have tried to fix it.
What a refund is not for, written down rather than kept for the reply:
- Changing your mind once it is installed and working, including not liking a presenter, a voice or a caption style.
- Wanting something Esplainly never claimed to do. There is no Mac or phone version, and it does not search the web for pictures or post to your channels.
- What Gemini, OpenAI, Anthropic or ElevenLabs charge you. Those are your own accounts, and none of that money comes to us.
If you are not sure which side of that line you are on, ask. We would much rather tell you than have you guess.
How to ask, and how the money comes back
Email support@explainly.site from the address you bought with and say what went wrong. That is the entire process. It helps if you say which version of Windows you are on and the exact wording of any message.
Once it is clear we cannot get Esplainly running for you, we start the refund within two working days and tell you when we have. It goes back the way it came, to the card or account you paid from, because that is the payment provider's rule. A few working days to appear is normal. You get the full amount, with no handling fee.
Email us before you ring your bank. A refund from us takes about two minutes to start. A chargeback takes months and gets you the same money.
What a refund does to your licence
A refund takes the software back. When we refund you, your licence is revoked. The app notices within about a quarter of an hour and will not start a new video after that.
Anything you already made stays yours. We do not claim it, we will not ask you to take it down, and we want no share of what it earns. Those are files on your computer and they stay there. A render already running finishes.
You should hear that from us rather than from the app going quiet three hours later. Your account stays, so if the machine that could not run it gets replaced, you can buy again.
If Esplainly is faulty, the seven days is not the answer
The seven days is about getting Esplainly running on your machine. It is not a time limit on a broken product. If Esplainly does not do what this site says it does, tell us whenever you find out, and we will fix it or refund you, whether that is on day three or in month eight.
If you are a consumer in the European Union or the United Kingdom you also have fourteen days to cancel something bought at a distance, and that right is yours whatever this page says. Where the law where you live gives you more than this page does, you get the law. The terms of use and the privacy policy sit alongside this page.