Refund Policy

The short version

You pay for videos we deliver. If we cannot deliver a video, you get your money or your credits back.

Videos paid by card

• We could not deliver the video. The payment for that order is refunded in full to the original payment method. You do not need to ask.
• You cancel or delete before the video is ready. The order is cancelled and the payment is refunded in full.
• You were charged twice for the same order. The extra charge is refunded. Your order is fulfilled once.
• You paid after an order was already cancelled. The payment is refunded.

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

Videos paid with credits

• We could not deliver the video. The credits set aside for that video are returned to your balance.
• You cancel before the video is ready. The credits are returned to your balance.

Credits are spent only when your video is ready.

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 two people being swapped, contact us and we will review the order. Deleting your files after delivery does not by itself refund the order.

Credit packs

A credit pack that has not been used at all can be refunded on request. Requests are reviewed individually. Credits from a refunded pack are removed from your balance. Partly used packs are reviewed case by case.

Credits have no cash value outside FacesToClips and cannot be transferred.

Chargebacks

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

How to ask

Email support@facestoclips.com with your order reference and the email address used for the order.