Refund and re-film policy

Every video is personalized, which means it cannot be resold. We still want you to feel confident ordering. Here is how we handle things when they go wrong.

When we will refilm or refund

We will refilm your video at no cost, or refund it in full, if:

• We do not deliver your video within the promised window and you no longer want it.
• The video shows the wrong recipient name or a misspelling we introduced.
• The spoken phrase is materially different from the phrase you submitted.
• The file is corrupted, unplayable, or inaccessible and we cannot fix it.
• The video contains content you did not request or that breaches our content standards.

Contact us within 14 days of delivery with your order reference and a short description of the problem. We will respond within one business day and aim to resolve the issue within three business days.

When we cannot refund

Because the product is made to order and personalized, we cannot offer a refund:

• Because the recipient changed their mind or did not like the gift.
• Because you changed your mind after filming has started.
• For a song preference or styling difference that was described accurately on the product page.
• For delays caused by information you supplied incorrectly, such as a wrong email address or an unpronounceable phrase with no guidance.

If you are unsure whether a video is right for your occasion, email us before ordering. We would rather help you choose than process a refund later.

How refunds are issued

Approved refunds are issued through Dodo Payments to the original payment method. Processing times depend on your bank or card issuer. We will confirm the refund by email when it is submitted.

Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer law. If you believe you are entitled to a remedy under local law, contact us — we will work with you in good faith.

Chargebacks

If something is wrong, please email us first. We can usually resolve an issue faster than a chargeback. If you initiate a chargeback, we may ask Dodo Payments to review the order and delivery records.

Contact

Email hello@qteros.com with your order reference. See also delivery and terms of service.