Refund policy
We create each video using the names, photos, and messages provided with the order. This policy explains cancellations, corrections, and refunds for these personalized digital videos.
We do not offer change-of-mind refunds or exchanges once production has started, except where applicable law requires otherwise. Please review names, wording, photos, crops, and the available voice previews before submitting.
This is our policy for a personalized service. It does not remove your rights if we fail to provide what you ordered or if applicable law gives you a remedy.
If we made an error or the file does not work
Contact us promptly if:
- The video contains a material error that differs from the correct details you submitted.
- The supplied video file is damaged or cannot be played because of a problem with that file.
- Part of the purchased video is missing.
- You have not received the video by the promised delivery time.
We will investigate and provide an appropriate correction, replacement, or renewed download access without additional charge. If we cannot resolve the problem within a reasonable time, we will offer a refund. A partial refund may be used instead if you agree or applicable law provides for it.
Late delivery or an order we cannot fulfill
If we cannot meet the delivery commitment, we will notify you and offer the choice of an agreed extension or cancellation of the undelivered order for a full refund. You do not have to accept a revised delivery time. If we cancel an order without supplying the video, we will refund the amount paid for it.
Errors in submitted details and later changes
If we correctly produce the information and previews you approved, a later request to change a name, message, photo, or crop is not treated as an error we made. Contact us to ask what changes are possible. We will disclose any additional cost and obtain your agreement before charging it.
This does not limit remedies available under applicable law.
How refunds are issued
Approved refunds are initiated to the original payment method within five business days. We will confirm when a refund has been issued. Your bank or payment provider may need additional time to post it to your account.
No physical return is required because the product is delivered digitally. Contact us if the original payment method is no longer available so we can discuss a lawful alternative.
Your legal rights
This policy is subject to applicable consumer protection law. It does not waive statutory rights, lawful payment disputes, or other rights that cannot be excluded by contract.