1.1 Expectations: We strive to deliver video customization services that meet your expectations. All refund/re-shoot requests must be reviewed and approved by our Customer Support; refunds are not automatic.

1.2 Execution: Once a refund is executed, the video will be removed from your account. Partially completed videos will not be delivered.

1.3 Denied Situations: Refunds will be denied if the video has been downloaded/used, or if the request contains false information.

2.1 Not in production: If cancelled within 24 hours and before production, we deduct a 10% processing fee.

2.2 In production: If cancelled within 24 hours but production started, we deduct 30%. If cancelled after 24 hours (deep production), we deduct 40%.

2.3 Delivered: Generally non-refundable unless there are material errors caused by us (e.g. wrong person, corrupted file).

To ensure your satisfaction, Say Wishes offers one free re-shoot per order. This is the preferred remedy prior to refunds.

• Eligibility: Submit via Customer Service within 7 days of receiving video.
• Scope: Covers corrections based on original brief. New scripts require extra payment.
• Timing: Turnaround is 3–10 business days.

If you cannot use the service due to force majeure (e.g. serious illness), apply within 72 hours with proof. We may waive up to 50% of liquidated damages, but basic costs (20%) still apply.

4.1 Submission: Email support@wishesvideo.com with your order number and reason.

4.2 Review: We will notify the result within 3 business days.

4.3 Refund Arrival: Approved refunds return to original payment method within 3–7 business days.