If making the video fails
If generation fails after ordering opens, choose one redo or a full refund immediately. If the redo also fails, you receive a full refund.
If the result isn’t usable
If the person is unrecognizable, the photo identity or requested bicep heart gesture is missing, the result is severely distorted, or the file won’t play, report it within 7 days of delivery. Choose an eligible redo or a full refund. We review the reported result before completing the chosen remedy.
If your photo can’t be used
If the supplied photo cannot be used, replace it once for free or choose a full refund.
If delivery is late
If a paid order passes the delivery limit shown before payment, cancel for a full refund. Late delivery does not remove that option.
Full refunds return the amount actually paid, including collected tax. We do not deduct processing fees. Initiating a refund and its arrival in your account are separate steps.