Cancellations and refunds

Updated October 4, 2026

We want your family’s movie to match the order you placed. Here is how cancellations, corrections and refunds work.

Before your paid movie goes into production

You can cancel for a full refund before production of your paid movie starts. We will notify you when movie production starts. Contact tal@youthemovie.ai with your order reference and the email used for the order.

Preparing a free preview does not count as starting production of your paid movie.

If something is wrong

We correct our errors in names or participants, faulty video files and material differences from your agreed order at no charge. If we cannot resolve the issue so that the movie meets the order, or cannot deliver the promised movie, we provide a refund.

Tell us what needs attention and include your order reference. You may report a problem whether or not you have watched or downloaded the movie.

Optional extras

If you bought express delivery and your movie is not on your private page within 24 hours of payment (the clock pauses while we wait for your reply to a question about your order), we refund the express fee to your original payment method within 7 days. Your movie still arrives within 72 hours of payment, and your other rights under this policy are unchanged. With express delivery we usually start production within a few hours of payment. You can cancel for a full refund until production starts, and we email you the moment it does. A party invitation pack or poster file is refunded with the movie when a full refund applies; once delivered, it follows the same correction rules as the movie.

Changes of mind after production starts

Each movie is made for your family. After production of your paid movie starts, a change of mind or personal preference alone does not automatically qualify for a refund. Choosing not to download the movie does not create a separate refund entitlement.

Creative changes

New storylines, different scenes, music changes and creative revision rounds after movie production are not included. Corrections for our errors or material mismatches remain covered above.

How refunds are returned

Approved refunds are returned through the original payment method. The time for the funds to appear depends on the payment provider and your bank.

Your consumer rights

This policy is in addition to any mandatory cancellation, withdrawal, conformity or other consumer rights that apply to your purchase. It does not exclude or restrict them. Approving a preview, starting production, watching or downloading a movie does not by itself waive those rights.