Refund Policy — HearthReel Studios
Effective 2026-09-10. Approved by Alex (HUMAN GATE H7). Operational policy — not a substitute for legal advice.
Effective date: 2026-09-10
Working brand: HearthReel Studios / HearthReel
Site: https://hearthreel.com
Our promise
Family entertainment should feel fair. If a purchase isn’t right for your household, we’ll make it easy to get your money back within the window below — no gotchas, no dark patterns.
1. Auto-approve window (7 days)
For any paid product (single story, season pass, membership first charge, or gift a story):
- Within 7 days of purchase: refunds are auto-approved, no questions asked.
- Contact alex@michaeltenable.com (or the support address on https://hearthreel.com when live) with your order email and approximate purchase date.
- We’ll process the refund through Stripe to your original payment method. Timing to appear on your statement depends on your bank (often a few business days).
We never store your card data; Stripe handles the refund to the same method.
2. After 7 days
After the 7-day window, refunds are at fair-use discretion via support. We’ll listen. Examples we typically consider:
- Technical failure that blocked access you paid for
- Duplicate charge or clear billing error
- Membership charged after a cancellation you already confirmed with us
We may decline refunds for content that was fully consumed long after purchase with no service issue, or for repeated abuse of the refund process. We’ll always explain our decision in plain language.
3. Memberships
- Cancel anytime; you’ll keep access through the end of the paid period unless we agree otherwise for a refund.
- First-month refunds within 7 days follow the auto-approve rule.
- Later months: contact support; fair-use discretion applies.
- We don’t use fake scarcity or hard-to-cancel flows. Cancel in-account when available, or by emailing us.
4. Gifts
If you gifted a story, the purchaser (not necessarily the recipient) is the one entitled to request a refund under this policy, unless we agree otherwise with both parties. Within 7 days of the gift purchase: auto-approve for the purchaser.
5. Who issues the refund
Refunds come from the entity that charged you:
- MichaelT Enablement Consulting Inc. — Canada / default non-US (CAD via Stripe Canada)
- Njere L.L.C. — United States (USD via Stripe US / Mercury when live)
- US (Njere / Mercury) — US refunds follow the Mercury / Njere charge path (no Stripe-CA US fallback unless Alex revives it)
Your receipt / checkout page shows the entity.
6. Prices (for reference)
- Single story: CAD 3.99 / USD 2.99
- Season pass: CAD 14.99 / USD 11.99
- Membership: CAD 7.99/mo / USD 5.99/mo
- Gift a story: as shown at checkout
Tax collected via Stripe Tax (where applicable) is refunded with the purchase when we refund the order.
7. How to request
Email alex@michaeltenable.com with:
- The email used at checkout
- What you bought (story / season / membership / gift)
- Approx. date
- Optional: brief reason (not required within 7 days)
We’ll reply as the Studio team. Bot-assisted replies are signed as Studio team — not as a fake person.