Refund Policy

We want every order to feel worth it. Here is exactly how refunds work.

Unused credits

If you haven't used a credit, you can ask for a refund of that credit within 14 days of purchase. For packs, we refund the unused credits at the per-video price of the pack you bought. Email [email protected] from the address on your account with your order or payment reference.

Orders we can't complete

If we cancel an order because we can't produce it, for example because the brief falls outside our Acceptable Use Policy or the files are unusable and you can't supply replacements, the credit goes straight back to your balance. If you'd rather have your money back for that credit, ask within 14 days.

Late delivery

We deliver within 24 hours of a complete brief. If we miss that window and you no longer want the video, tell us before it's delivered and we'll return the credit.

After delivery

Every paid video includes five revision rounds. If the delivered video doesn't match your brief, request a revision from the order page and we'll fix it within 24 hours. Once a paid video has been delivered, its credit is considered spent and is not refundable. The free video costs nothing, so there is nothing to refund.

How refunds are paid

Approved refunds go back to the original payment method through Stripe, usually within 5–10 business days depending on your bank.

Chargebacks

Please talk to us first. We answer quickly and would much rather fix a problem than have you go through your bank.