Refund Policy

The short version

You pay for videos we deliver. If a video cannot be made, we make it again at no extra cost. If you would rather have your money back, you ask for a refund and we review the request ourselves.

Your payment

• A video could not be made. Your payment stays safe and nothing more is charged. From your order page you can have the video made again with the same photos and choices, up to two more times. You can also ask for a refund instead.
• You change your mind before the video is ready. An order you have not paid for can be cancelled from its order page. For a paid order, ask for a refund from the order page.
• How a refund request works. Open your order page, choose "Request a refund" and tell us why. We review every request ourselves, usually within one business day, and email you the answer. An approved refund goes back in full to the original payment method.
• You were charged twice for the same order. The extra charge is returned. Your order is fulfilled once.

Refunds are issued through our payment provider, PayPal, to the payment method you used. Once issued, the time for the money to appear depends on your bank or card provider.

After your video is ready

A delivered video is a finished digital product, and AI-generated results vary from one video to the next. If the result has a clear technical fault, such as a broken file or the wrong person appearing, contact us and we will review the order. Deleting your files after delivery does not by itself refund the order.

Chargebacks

If you dispute a payment with your bank, the related order may be put on hold while the dispute is open. Contacting us first is usually faster.

How to ask

Email support@bbywowvideo.com with your order number and the email address used for the order.