Refund Policy

1. Custom Email-Delivery Video Orders

Outstanding Tiny Desk and Oh You Can Make It Cap custom orders are separate from the automated video packages below. Each order covers one 15-second, 720p video at $19.99 USD, with email delivery within 24 hours of confirmed payment. Tiny Desk supports one to five people; Oh You Can Make It Cap uses two photos. No video-credit balance or automatic renewal is included.

If video generation fails, we refund the full amount paid for that order to the original payment method, rather than restoring a video use. We notify you by email. A refund is not described as completed until verified with the payment provider; bank posting times can vary. Do not purchase again to resolve a failed or uncertain order.

If the delivery deadline is missed, contact support with the order reference for a delivery update or cancellation and full-refund request. Mandatory consumer rights and remedies for materially non-conforming results remain unaffected. The reference video illustrates the intended effect and is not a generated customer result.

2. Scope and Current Charges

This policy covers one-time video purchases. Packages contain one or three videos for a specific effect and quality, with no expiration or subscription. Prices and specifications are confirmed before payment.

The original order and task snapshot determines any correction. Historical credit-based purchases retain their original rights and are not recalculated at today's price.

3. Video Uses Restored for Technical Failures

A confirmed technical generation or delivery failure restores the consumed video use once to the original package. The restored use remains restricted to that effect and quality. For historical credit-based tasks, historical tasks return the amount actually deducted.

Repeated callbacks or requests do not restore the same use twice. Saving, audio processing and downloads do not consume another use. An uncertain supplier submission is investigated before any new attempt. Do not buy again to fix an uncertain status.

4. Quality and Functional Problems

Email support@picturetovideo.net with the Video Job ID and a description. We manually review missing or incorrectly replaced people, swapped roles, severe distortion and substantial functional defects.

A confirmed serious functional failure may be remedied by restoring the original video use or another appropriate remedy after review. This is distinct from automatic technical validation and content-safety review.

Preset background people may remain similar when the effect page discloses this; that alone is not a technical failure. Minor AI variation, artistic preferences or a desire for another version do not alone guarantee a discretionary refund. This does not exclude mandatory remedies for non-conforming digital content.

5. Cash Refunds and Unused Videos

Restoring a video use does not return money to a payment method. Cash refunds are manually reviewed and processed through the original payment provider.

For our voluntary unused-video cash-refund process, contact support within 24 hours of purchase with the order reference. We review remaining uses, consumed tasks and earlier refunds. Partially used packs are assessed individually using the original package purchase price, not the undiscounted single-video price.

We respond within seven calendar days and initiate approved cash refunds through the provider process. Bank posting can take longer; an unverified refund is not described as completed.

This voluntary window does not restrict statutory withdrawal, cancellation, non-conformity, unauthorized-payment or duplicate-charge rights. It is not a deadline for technical or serious quality complaints.

6. Duplicate Charges and Billing Disputes

Report suspected duplicate, incorrect or unauthorized charges promptly with the relevant order references. We compare payment-provider records and website settlement records before deciding a remedy. Duplicate webhook notifications are not separate purchases and must not grant or consume video uses twice.

Do not send a card number, security code, password or private key. We do not promise an automatic cash-refund endpoint. You retain applicable rights to raise a dispute with your payment provider, regulator or a competent court.

7. Mandatory Consumer Rights

This policy does not exclude rights that applicable consumer law makes mandatory. In particular, an applicable European withdrawal period or remedy for defective digital content is not reduced to our voluntary 24-hour request window.

Loss or modification of a statutory withdrawal right for digital content or services depends on the legal conditions, including any required express consent, acknowledgement and confirmation. Starting a task or accepting these general policies is not, by itself, a claim that all such conditions have been met. We do not rely on a blanket digital-goods no-refund rule.

8. How to Request Help

1. Email support@picturetovideo.net from the address associated with the purchase or account.
2. Provide the order or Video Job ID, the requested remedy and a brief explanation.
3. Respond to reasonable identity or transaction-verification questions without sharing credentials or unnecessary private images.

We explain the decision and any next step. If you believe it is incorrect, reply with the case reference and relevant evidence to request reconsideration. The operator handles requests manually.

9. Related Policies and Changes

The Terms of Service, Privacy Policy and Acceptable Use Policy also apply. A safety or access restriction is not permission to arbitrarily confiscate purchased video uses or historical credits. Policy changes do not retrospectively change an existing charge or remove accrued mandatory rights.