If something goes wrong.
A returned credit and a cash refund are different things. We always say which one happened.
This page describes what this site actually does today. If that changes, this page changes first.
It broke on our side
If the video service errors, times out, or returns a video that fails our length check, the video credit returns to your balance automatically — once per video you bought. If it fails again after that, email us and we'll refund that video in cash to your original payment method.
The service couldn't use a photo
Sometimes the video service declines a photo (unclear face, several people, or content it won't animate). You get the credit back to try different photos. This isn't a cash refund.
You'd like a different take
Each new video uses a new credit, even with the same photos. Once a video has started, we can't refund it for a change of mind, because the processing cost is already spent.
Unused saved videos
Bought the 3-video pack and haven't used the saved ones? Email us within 14 days for a refund of the unused part.
Currency
Refunds are made in US dollars; if you paid in your local currency, Stripe refunds the same local amount at the original rate.
Payment problems
If your payment didn't go through, no video is made and nothing is charged. Think you were charged twice? Email us both receipts.