Fair & straightforward.
We want you to love your film. If something's not right, we'll work with you to make it right.
Our promise to you
Every customer gets up to 3 rounds of revisions. If after all 3 we still haven't nailed it — we'll refund your order. No hard feelings, no back-and-forth.
When can you get a refund?
Three clear scenarios. No fine print, no surprises.
Cancel before production
Within 24 hours of order
Changed your mind? If you contact us within 24 hours of placing your order and we haven't started production yet, you get a full refund.
After 3 revisions
If we can't get it right
You get 3 full revision rounds to refine every detail. If we still haven't delivered a film you love after round 3, we'll refund your full payment.
Technical issues
Broken files, bad audio
If you received a corrupted file, broken audio, or a damaged poster that we can't fix, you're entitled to a full refund.
The full policy.
24-hour cancellation window
Because our films are custom and we start production quickly, you have a 24-hour cancellation window after placing your order. Within this window:
- Contact us and we'll cancel your order with a full refund — no questions asked.
- This applies only if production hasn't started yet. In rare cases where we've already begun, we'll be upfront and discuss options.
After 24 hours, or once production has started, refunds follow the revision-based policy below.
The revision process
Before any refund request, we'll work with you through our revision process:
- Round 1: You receive your preview. Request changes to characters, scenes, voiceover, music, or story.
- Round 2: We update your film and send it back. Still not perfect? Tell us what needs to change.
- Round 3: Your final revision round. We fine-tune until we've captured your vision.
Most customers are happy within 1–2 rounds. If after all 3 rounds you're genuinely unhappy with the result, you're eligible for a full refund.
Refund eligibility
You're eligible for a refund if one of the following applies:
- You cancel within the 24-hour window before production begins.
- After completing all 3 revision rounds, the final film still doesn't meet what was reasonably expected.
- You received a technically broken file (corrupted video, broken audio) that we can't fix.
- Your poster arrived damaged and we can't provide a replacement.
Refund requests must be submitted within 14 days of final delivery. After this window, refunds are no longer available.
What's not eligible
To be transparent, refunds are not available in these cases:
- Change of mind after production has started (beyond the 24h cancellation window).
- Without completing the revision process — we need the chance to make it right first.
- Requests submitted more than 14 days after final delivery.
- Issues caused by low-quality source photos that we flagged during production but the customer asked us to use anyway.
If you're unsure whether your situation qualifies, just reach out — we'll always be honest about it.
Refund processing
Once your refund is approved:
- Refunds are processed to your original payment method (credit card, PayPal, Apple Pay, etc.).
- Processing typically takes 5–10 business days, depending on your bank or payment provider.
- You'll receive a confirmation email with the refund amount and transaction ID.
How to request a refund.
Three simple steps. We'll get back to you within 24 hours.
Reach out via our contact page
Go to our contact page and select "Refund" as your topic. Include your order number and the reason for your refund request.
We review your request
Our team reviews every refund request personally — usually within 24 hours on weekdays. If we need clarification, we'll email you back.
Receive your refund
Once approved, the refund goes back to your original payment method within 5–10 business days. You'll get an email confirmation once it's processed.
Common questions.
What if I just changed my mind after ordering?
If you change your mind within 24 hours of placing your order and we haven't started production yet, just contact us for a full refund. After production has started, the revision-based policy applies.
Why do I have to go through revisions first?
Because every film is fully custom and crafted by our artists, we want to give you every opportunity to get it exactly right. Most customers who were initially unsure ended up loving their film after 1-2 revisions.
Requiring the revision process first means we can nearly always solve the issue — and if we can't, you get your money back.
How do you define "unhappy with the result"?
We trust our customers' honest feedback. If after 3 rounds you can point to specific issues that weren't resolved — characters don't look right, important story details missing, scenes that don't reflect your memories — that's a valid reason.
"I just don't like it" without specific feedback after 3 revisions is harder to resolve, but we'll always have a conversation first before denying any request.
Can I get a partial refund if I'm only partially unhappy?
Partial refunds aren't a standard offering, but we handle these case-by-case. For example: if the film is great but your poster arrived damaged, we'll either send a replacement poster free of charge or refund the poster portion.
Contact us with your specific situation and we'll figure out the fairest solution.
How long do I have to request a refund?
14 days after final delivery. This gives you enough time to watch your film, share it with your loved one, and surface any serious issues. After 14 days without a refund request, we assume you're happy with your film.
Will I get a refund for the shipping fee?
If your refund qualifies as a full refund (cancellation within 24h, or after 3 failed revision rounds), the $5.95 poster shipping fee is refunded along with the rest of your order.
For partial refunds, shipping is handled case-by-case — generally refunded if the issue was on our end.
How long does the refund take to reach my bank?
We process refunds immediately once approved. However, your bank or payment provider typically needs 5–10 business days to complete the transfer back to your account.
If it's been more than 10 business days and you haven't seen the refund, check with your bank first, then contact us if it's still missing.
Need to request a refund?
Reach out via our contact page and we'll get back to you within 24 hours.
Contact us