Updated 2026-10-25

Refund and Cancellation Policy

Scope and one-time payment

This policy covers all paid custom pet-video orders from Paw Birthday and forms part of our Terms of Service. Each order is a one-time charge, with no subscription and no automatic renewal. Free inquiries incur no charge. Secure payment is available by private order link after photo review and confirmation of the brief and delivery deadline. The final scope, total including applicable taxes, delivery deadline and these policies must be presented before payment.

Cancel before production: full refund

You may cancel for any reason before production begins and receive a full refund of the amount paid for the cancelled order, including taxes and without a cancellation or processing fee. Production begins only after payment, approval of your final photo and greeting, and your express instruction to start. We record and confirm the start of production. If we reject the photo, cannot accept the request or cancel before starting, we also provide a full refund.

After production begins

Because the video is made to your approved brief, a change of mind after production starts or after delivery normally does not qualify for a refund. A request to replace an approved photo, change the agreed style or create new motion is additional scope, which requires a separate quote and agreement. This restriction does not apply to our failure to deliver, material defects, incorrect or duplicate charges, or refunds required by law. Permission to begin does not automatically waive a statutory withdrawal right; where applicable, we will obtain any legally required express consent and acknowledgement separately before starting.

When a refund is available

A duplicate or incorrect charge is refunded to the extent of the overcharge. If we cannot complete the order, or miss the agreed delivery deadline, you may cancel the undelivered order for a full refund rather than accept a new date. If the file is corrupt, cannot be opened in a standard MP4 player, has text different from the approved greeting, or materially fails the agreed brief, we will offer a free correction or replacement. If we cannot provide a conforming replacement within seven calendar days of your report, or within another period you expressly accept, you may choose a full refund. Where law gives you an immediate refund or other remedy, no correction period overrides that right.

What is not normally refundable

A correctly delivered video that meets the approved brief is not normally refundable solely because of a subjective style preference or AI variation disclosed before purchase. Minor natural-looking variation is different from a materially unusable or nonconforming result. We do not promise exact likeness or unlimited new generations. These exclusions never remove remedies for misdescribed, defective or undelivered services or any mandatory consumer right.

Orders stopped for prohibited content

We may refuse, pause or cancel orders involving unauthorized photos, people, infringing or illegal content, fraud or other breaches of our Terms. If no production has started, we refund the full amount. If work has already begun, we refund the unearned portion and may retain only lawful, disclosed charges for work actually performed. We will explain any deduction. There is no automatic forfeiture of the full payment, and mandatory refund rights still apply.

How and when to request help

Use the Contact page, choose Other support, and write Cancellation or Refund request in the message. Include your order or inquiry reference, the email used for the order, the date and a brief explanation. For cancellation, contact us as soon as possible before production. Please report delivery or quality problems within 30 calendar days after delivery, or after the agreed delivery deadline if nothing arrived. This reporting window does not shorten statutory rights or payment-provider dispute periods. You may request the cancellation or refund in the same message; no paid account or phone call is required.

Review and refund timing

We aim to reply within three business days (Monday to Friday, excluding public holidays) and decide a straightforward request within seven business days. If more information is needed, we will explain what is missing and provide an update. Approved refunds will be initiated within ten business days to the original payment method through the payment provider. Your bank or payment provider controls when the credit appears; it commonly takes a further five to ten business days and may take longer. We do not require a fee or a new payment to release a refund. Contact us with the reference if an approved refund has not arrived.

Consumer rights and related terms

Nothing in this policy limits non-waivable cancellation, withdrawal, refund or other consumer rights under applicable law. The Terms of Service explain photo permission, prohibited use, AI limitations and responsibility. Contact us if you believe a refusal is incorrect; you retain the right to use payment-provider or other lawful dispute channels.