• Custom Digital Product Consent: By placing an order, you acknowledge and agree that you are purchasing a custom, personalized digital product created specifically according to your specifications.
• Returns & Exchanges: Due to the personalized nature of our digital products, completed orders cannot be returned or exchanged once production has been completed.
• No Physical Shipping: All our products are 100% digital. No physical goods will be shipped to your address.
• Delivery Methods: Completed videos are delivered directly via email, download link, or messaging platform (such as WhatsApp) based on the contact details provided at checkout.
• Delivery Timeframe: Orders enter production after successful payment and receipt of all required personalization details. We typically deliver standard orders within 24 hours. Delivery times may vary for complex requests or during periods of high demand.
• Force Majeure & Delays: While we make every effort to deliver on time, delivery schedules may occasionally be affected by circumstances beyond our reasonable control, including severe network outages, server disruptions, natural events, or technical failures. In such cases, our team will keep you updated.

• Pre-Production Information: Please double-check all submitted details (e.g., custom names, pronunciations, dates, text, and uploaded media) before completing checkout. Production relies strictly on the information you submit.
• When Production Begins: Production generally begins shortly after we receive your completed order details and payment.
• Incorrect Customer Details: We are not responsible for delivery failures resulting from incorrect email addresses, phone numbers, or typos provided during checkout.
• Failed Delivery Process: If your video does not arrive within the estimated timeframe, please check your spam or junk folder first. If it is still missing, reach out to our support team so we can promptly resend your download link.

We want to ensure your video accurately reflects your requested details. To maintain clarity, our revision terms are structured as follows:

• Free Revisions (Our Errors): Provided free of charge if we fail to follow your original checkout instructions (e.g., misspelled name that was correctly provided, wrong text, or missing submitted details).
• Paid Revisions (Customer Changes): Revisions requesting changes outside your original instructions (e.g., changing the script, requesting a different photo, altering background audio, or providing new pronunciations after production has started) will incur an additional editing fee.

• Cancellation Requests: You may request a cancellation before production starts. Cancellation requests received after production has begun cannot be guaranteed, as work may already be in progress.
• Personal Preference & Satisfaction: Every video is personalized based on your instructions. Because each order involves dedicated production work, personal preference alone (e.g., simply not liking the video style) does not qualify for a refund once delivery is complete. However, our support team will make reasonable efforts to resolve any quality issues or minor adjustments to ensure your satisfaction.

Eligible Refund Situations

Full or partial refunds are granted under the following circumstances:

• Permanent non-delivery caused strictly by an unresolvable technical failure on our end.
• Duplicate Charges: If you were accidentally charged twice for a single order, a full refund for the duplicate transaction will be issued immediately.
• Order Refusal: If we decline an order due to prohibited or inappropriate content requests.

We are committed to resolving any concerns directly and fairly. If you experience an issue with your order or delivery, please contact our support team first so we can assist you.

Fraudulent or abusive chargebacks may result in the suspension or termination of future access to our services.

• Related Policies: Your use of our website and services is also governed by our Terms of Service & Usage Rights and our Privacy Policy.
• Statutory Rights: Nothing in this policy limits or affects any consumer rights that cannot be excluded under applicable law.