ReIndex Video
Refund policy
Last updated 14 August 2026
Scanning is always free. You only pay for a license when you choose to run a repair, after you’ve seen the scan and recovery odds.
You get a refund if
- You paid and the automatic repair failed: no playable file came out.
- You were charged twice, or billed by mistake.
- You bought a license, have not used any repair credits, and you ask within 14 days.
You don’t get a refund if
- The repair worked (the file plays) and you changed your mind. This is digital software. Once a playable file is delivered, that purchase stands.
- The picture quality is what the camera recorded. ReIndex rebuilds the index; it does not re-encode or “improve” the video.
- A bespoke / custom look was quoted separately. Those terms are in the quote, not this policy.
Why this is fair
The app is built for one common issue: a recovered file that looks huge, but play shows nothing. The free scan tells you whether that’s likely your problem before you pay. If you pay and the repair still fails, you shouldn’t be stuck with the charge.
How to ask
Email hello@reindex.video with:
- Your Stripe receipt or license key (
RJVID-…) - What happened (failed repair, unused license, or billing error)
- The filename, if a repair failed
We’ll reply within a few working days. Approved refunds go back to the original payment method, usually within 5 to 10 working days.
Your legal rights
This is our policy for how we handle refunds. It does not take away rights you have under UK consumer law.