Terms of Service

By accessing or using the Reelr platform at reelr.live (the "Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Platform.

These Terms apply to all users of the Platform, including clients who book creative services and creatives who list their services ("Creatives").

Reelr is an online marketplace that connects clients with local videographers, photographers, and other creative professionals. Reelr facilitates the booking process but is not a party to any agreement between clients and Creatives. Reelr does not employ Creatives and is not responsible for the quality, legality, or delivery of any creative services.

Independent contractors. Creatives listed on Reelr are independent contractors, not employees, agents, or representatives of Reelr. Nothing in these Terms creates an employment, partnership, joint venture, or agency relationship between Reelr and any Creative. Creatives are solely responsible for their own taxes, insurance, equipment, and compliance with applicable laws.

AI-assisted features. Reelr uses artificial intelligence (provided by Anthropic) to offer optional features such as AI-assisted profile bio writing. These features process user-provided information to generate suggestions. Use of AI features is optional and users may edit or discard any AI-generated content. For more information, see our Privacy Policy.

To use certain features of the Platform, you must create an account. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to provide accurate, complete, and current information and to update it as needed.

You must be at least 18 years old to create an account. By creating an account, you represent that you meet this age requirement.

Deposits. When a booking is confirmed, the client pays a deposit as specified by the Creative. The deposit amount is shown clearly before payment is processed. Deposits are collected via Stripe and are subject to Stripe's terms of service.

Instant Book. Creatives who offer Instant Book confirm bookings automatically upon deposit payment. The date is locked and the Creative is obligated to fulfill the booking.

Request to Book. Creatives who use Request to Book have 24 hours to accept or decline a request. If no response is received within 24 hours, the request is automatically declined and no charge is applied.

Remaining Balance. The remaining balance after the deposit is due to the Creative directly on the terms agreed between the client and Creative at booking.

Creative cancellations. If a Creative cancels a confirmed booking for any reason, the client receives a 100% cash refund of the deposit plus a $25 Reelr credit for the inconvenience. If the Creative is a no-show on the day of the shoot, the client receives a 100% cash refund plus a $50 Reelr credit.

Client cancellations — more than 48 hours before the session. The client receives a full deposit refund minus a 5% processing fee.

Client cancellations — within 48 hours of the session. No cash refund is issued. The Creative keeps the full deposit.

Client no-shows. If the client does not show up to the scheduled session, no refund or credit is issued. The Creative retains the full deposit.

Late delivery. For Creatives who list a turnaround time on their profile: if delivery is 3 or more days past the agreed turnaround, the client may request a 15% partial refund of the total project price. If delivery is 7 or more days late, the client may request a 30% partial refund. If delivery is 14 or more days late with no communication, the client is eligible for a full deposit refund, and the Creative's account may be flagged for review. Creatives can avoid late delivery claims by communicating delays through the Platform. Documented extensions agreed to by both parties reset the turnaround clock.

Force majeure and emergencies. If a session cannot take place due to circumstances beyond either party's control (weather, venue closure, medical emergency, or similar), both parties may reschedule at no additional cost. If rescheduling is not possible, the client receives a full deposit refund and the Creative is not penalized.

Reelr Credits. Reelr credits are non-transferable, non-refundable, and have no cash value. Credits expire 12 months from issuance.

Either party — client or Creative — may open a dispute on a confirmed or completed booking through the Platform's dispute system. Valid dispute reasons include: quality not matching the agreed scope, incomplete delivery, late delivery, no delivery or communication, no-show, scope changes without agreement, and payment or billing issues.

Dispute process. When a dispute is filed, the other party is notified and has 72 hours to respond. The responding party may accept the claim, provide their side of the story, or request that Reelr review the dispute. Both parties are encouraged to resolve disputes directly before escalating.

Quality disputes. If the delivered work does not match the agreed scope (wrong location, wrong event, significantly off-brief), the client may receive a partial refund of up to 50% of the total project price. Style or taste disagreements (e.g., the client simply dislikes the editing style or color grading) are not grounds for a refund — the Creative delivered what was booked.

Incomplete delivery. If a Creative delivers some but not all of what was agreed upon (e.g., fewer photos or videos than promised), the client is eligible for a proportional partial refund based on the percentage not delivered.

Client-caused disruption. If the client arrives 30 or more minutes late and cuts into the session time, or changes the scope on-site, the Creative is not obligated to extend. No refund is issued for lost time. If the Creative accommodates additional work, they may invoice the difference through the Platform.

Reelr review. If the parties cannot resolve a dispute directly, either party may escalate it for Reelr review. Reelr will examine the evidence submitted by both parties and issue a final, binding decision. Reelr may issue full refunds, partial refunds, credits, warnings, or dismiss the dispute at its sole discretion.

Rescheduling. Rescheduling is handled directly between the client and Creative. Reelr does not mediate rescheduling requests unless a dispute is opened.

Creatives are solely responsible for the accuracy of their profiles, including their portfolio, equipment list, rates, and availability. Reelr reserves the right to remove or suspend any listing that violates these Terms or that Reelr determines, in its sole discretion, is not in the best interest of the Platform or its users.

By submitting a profile, Creatives grant Reelr a non-exclusive, royalty-free license to display their profile information, portfolio content, and likeness on the Platform and in Reelr's marketing materials.

Reelr uses an automated tier system based on completed bookings and ratings: Rising (0–4 bookings), Verified (5+ bookings with 4.0+ average rating), and Elite (20+ bookings with 4.7+ average rating and under 5% cancellation rate). Tiers are calculated automatically based on real platform data. Reelr reserves the right to modify the tier criteria at any time with notice.

You agree not to:

• Use the Platform to facilitate transactions that bypass Reelr (i.e., taking bookings off-platform after connecting through Reelr)
• Post false, misleading, or fraudulent information in your profile or listings
• Harass, threaten, or abuse other users of the Platform
• Use the Platform for any illegal purpose or in violation of any applicable law
• Circumvent any security features of the Platform
• Scrape, crawl, or extract data from the Platform without written permission from Reelr

After a completed booking, clients may leave a review and rating for the Creative. Reviews must be honest, accurate, and based on actual experience. Reelr reserves the right to remove reviews that violate these Terms or that appear fraudulent. Creatives may not incentivize, coerce, or manipulate clients into leaving positive reviews.

All content on the Platform, including but not limited to the Reelr name, logo, design, and software, is the property of Reelr and is protected by applicable intellectual property laws. You may not use any Reelr intellectual property without prior written consent.

Creatives retain ownership of all creative work delivered to clients. Reelr does not claim ownership of any creative work produced through bookings made on the Platform.

To the fullest extent permitted by law, Reelr shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to lost profits, data loss, or personal injury, arising from your use of the Platform or from any booking made through the Platform. Reelr's total liability for any claim arising from these Terms shall not exceed the amount paid by you to Reelr in the 12 months preceding the claim.

The Platform is provided "as is" and "as available" without warranties of any kind, either express or implied. Reelr does not warrant that the Platform will be uninterrupted, error-free, or free of harmful components. Reelr does not endorse, guarantee, or assume responsibility for any Creative listed on the Platform.

You agree to indemnify and hold Reelr, its officers, directors, employees, and agents harmless from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from your use of the Platform, your violation of these Terms, or your violation of any third-party rights.

These Terms are governed by the laws of the State of Texas, without regard to its conflict of law provisions. Any dispute arising from these Terms shall be resolved exclusively in the state or federal courts located in Houston, Texas.

Reelr reserves the right to update these Terms at any time. We will notify users of material changes by updating the "Last updated" date at the top of this page and, where appropriate, by email. Your continued use of the Platform after any changes constitutes acceptance of the updated Terms.

Questions about these Terms? Contact us at hello@reelr.live