Refund policy

 Refund & Satisfaction Policy

Quick Summary (TL;DR)

• Not in production and cancelled within 24 hours: Refundable minus 10% processing fee.
• In production and cancelled within 24 hours: Refundable minus 30%.
• Cancellation after 24 hours or deep production progress: Refundable minus 40%. Delivered items with no fault on our part: not refundable.
• If the delivered video contains material quality or customization errors caused by us, you may request repair, re-shoot, or refund (depending on verification).
• We offer one free re-shoot/re-customization per order (see Section 2.4).
• Donations triggered by orders (One order = One Meal donated) are generally non-reversible—please confirm before ordering.

（1）Basic Principles

 1.1 We strive to deliver video customization services that meet your expectations. If you have objections to a purchase, you may request a refund or re-shoot under this policy. All refund/re-shoot requests must be reviewed and approved by our Customer Support; refunds are not automatic.
 

1.2 Once a refund request is approved and executed, the video associated with that order will be removed from your account and any ongoing production will be terminated. Partially completed or finished videos will no longer be delivered.
 

1.3 Refunds will be denied in the following situations (including but not limited to):

The video has been downloaded, publicly distributed, or used for purposes beyond reasonable personal use (e.g., commercial publication or resale).

The request contains false information or fraudulent behavior (e.g., forged order numbers, altered purchase dates, repeated malicious refund attempts).

（2）Refund Rules by Order Status We classify orders into three statuses to simplify the rules: Not in production, In production, and Delivered.

2.1 Not in production

If the order has not entered production and you request cancellation within 24 hours of ordering, subject to approval, we will deduct a 10% processing fee and refund the remaining amount to the original payment method.

Requests confirmed to be before production will be prioritized for faster processing.

2.2 In production

If the order has entered production and you request cancellation within 24 hours of ordering: upon approval, 30% of the order total will be deducted to cover materials and labor already invested, and the remainder will be refunded.

If cancellation occurs more than 24 hours after ordering (regardless of whether delivered), due to deeper production and resource allocation, 40% of the order total will be deducted as liquidated damages; the remaining 60% will be refunded.

2.3 Delivered

Delivered orders are generally non-refundable. Refunds may be considered only for material customization errors or quality issues caused by us (see Section 2.5).

“Our fault” includes but is not limited to serious mismatches with your confirmed brief (e.g., wrong person, incorrect critical information), corrupted files, or severe playback/quality issues. Minor stylistic differences or easily correctable small issues will typically be resolved via free edits or a re-shoot.

 2.4 Free Re-shoot / Satisfaction Guarantee

To ensure your satisfaction, Say Wishes offers one free re-shoot or re-customization per order (the “Free Re-shoot”). The Free Re-shoot is the preferred remedy prior to refunds.

Eligibility: Submit a re-shoot request via “Customer Service Center — Re-shoot Request” within 7 days of receiving the delivered video, including clear instructions and supporting examples (e.g., screenshots, exact change points, revised text or reference media).

Scope & Limits: Each order is eligible for one Free Re-shoot (typically including up to two minor revision rounds plus one full re-shoot). Additional changes or further re-shoots may incur standard fees. Free Re-shoots cover corrections based on the original order brief; substantially new creative requests or a completely new script may require extra payment.

Review & Timing: Support will review your request within 1 business day. If approved, a typical re-shoot turnaround is 3–10 business days depending on complexity; we will notify estimated delivery time.

Post-download Use: You may still request a Free Re-shoot even after downloading or using the delivered video. If we detect abusive behavior (e.g., repeated malicious requests), we reserve the right to refuse the Free Re-shoot and take further action.

Relation to Refunds & Donations: Free Re-shoots do not reverse any donation triggered by the original order — once a donation has been initiated or disbursed to our partner programs, it will not be reversed. If you still request a refund after a re-shoot, refunds will be handled per the Refund Policy; donation handling will follow our donation terms.

2.5 Handling Quality / Customization Errors Caused by Us

If verified that the delivered video contains material errors or quality issues caused by us, we will first offer free edits or a free re-shoot. If repair is not feasible, we may issue a partial or full refund depending on severity and production costs.

（3）Special / Exceptional Cases (Force Majeure)

If you are unable to continue using your ordered service due to force majeure (serious illness, major accident, death in immediate family, etc.), and you apply within 72 hours of ordering with supporting documents (e.g., hospital certificate), email support@wishesvideo.com to request special review. We will adjust refund ratios based on production progress and costs, and may waive up to 50% of liquidated damages; however, basic incurred costs (up to 20% of the order amount) may still apply.

（4）Refund Application Process 

4.1 Submission: Submit a Refund Application via the website “Customer Service Center — Refund Application” or email support@wishesvideo.com. Required information: order name (must match the order), full order number, purchase date, detailed reason and evidence (e.g., error screenshots, force majeure proof), and original refund receiving account info (must match original payment account).
 

4.2 Review & Response Time: We will begin review within 1 business day after receiving complete materials. If materials are incomplete, we will request supplementation via your provided email/SMS. We will notify the review result (approved/rejected) within 3 business days by email; if approved, we will inform estimated refund arrival time. Complex or special reviews may take longer; we will provide progress updates within 1 business day.
 

4.3 Refund Arrival: After approval, refunds will be returned to the original payment account within 3–7 business days (subject to bank/payment platform processing). If more than 7 business days have passed, please contact customer service.
 

4.4 Application Confirmation: Submitting a Refund Application indicates you have read and agreed to this Refund Policy. If false information is provided, we reserve the right to refuse the refund and pursue legal liability.

（5）Dispute Resolution & Contact 

5.1 Appeal Procedure: If you disagree with the review result, submit a written appeal (with supporting materials) within 2 business days after receiving the result. We will assign a reviewer and respond within 2 business days with a final decision.
 

5.2 Contact Info: support@wishesvideo.com; Business hours: Mon–Fri 09:00–18:00 (excluding legal holidays). General inquiries will be answered within 24 hours; progress updates for complex issues or appeals will be provided within 1 business day.