Refund Policy

Our Commitment to You: The Satisfaction Guarantee

• Your Satisfaction is Our Priority: We understand you are purchasing a unique, personalized product. Our main goal is to deliver a video that you love.
• Fair & Transparent Process: This policy is designed to be clear and fair, protecting both you, our valued customer, and our dedicated sellers.

Step 1: Revisions for Perfection

If the video does not perfectly match your original instructions, don’t worry. Our first step is always to make it right. We will provide free revisions to ensure the video meets your expectations.

Step 2: When a Full Refund is Issued

We believe in fairness. If revisions cannot solve the issue, a full (100%) refund will be provided in the following situations:

• Guaranteed Full Refund: All approved refunds will be for 100% of the original purchase price. No partial refunds, no hidden fees.
• Non-Delivery: The video is not delivered within the promised timeframe, and you were not notified of any delays.
• Major Technical Issues: The video file has a major technical issue (e.g., no audio or a corrupted file) that cannot be fixed.
• Incorrect Content: The video’s content is significantly different from your provided instructions and cannot be corrected.
• Fast Processing: Once approved, your refund will be processed and returned to your original payment method within 1 to 3 working days.

Understanding the Limits of Our Refund Policy

To protect our sellers’ creative work, there are a few situations where a refund is not possible:

• Seller’s Creative Style: When you order from a seller, you accept their unique creative style (as shown in their profile and samples). We cannot issue a refund if the video matches your instructions but you are not satisfied with the seller’s artistic style. We highly recommend reviewing seller samples carefully before ordering.
• A Note on Provided Information: A refund cannot be issued if an error is due to an incorrect script, low-quality files, or other inaccurate details provided by you. Please double-check your instructions before submitting.

How to Get Help: Contacting Support & Sellers

To ensure you get the right help quickly, here are the best ways to contact us:

• Directly to the Seller: Use the chat button on a product page or within your order details to speak directly with the seller about your video.
• Directly to Customer Support: Use the floating chat button on the home page or the floating chat button on the order page for general inquiries or issues.
• Via Email: For any issue, you can always reach our support team by emailing us.