Refunds
Where your money is at each step
| Step | Your card | If you cancel |
|---|---|---|
| Checkout, until you approve the character | A hold for the price. Nothing is charged. | The hold is released. You pay nothing. |
| Character approved, script being written or read | Charged when you approve the character. | Refunded in full. |
| Filming has started | Charged. | No refund for a change of mind. Two fixes are free. |
| We cannot make or deliver the film | Charged or held. | Refunded in full, without you having to ask. |
How to cancel
Open your order page and use “Stop this order”. The link is there until filming starts. You do not need to give a reason. If you cannot find it, write to fairy@fairytakes.co from the email address of your account.
When filming starts
Filming starts when the script is approved. You approve it yourself, or it is treated as approved if you have not answered within seven days of receiving it. We tell you this again in the email that carries the script.
Why there is no refund after filming starts
Each film is generated specially from your photo and your answers. The cost of making it is spent the moment filming begins, and the result cannot be sold to anyone else. That is why we show you the character and the script first, and charge nothing until you have seen the character.
If the film has a mistake
Two fixes are included with every film. Write to us within 30 days of delivery and tell us which moment is wrong and why. We remake that part and send you the corrected film. If the film does not match the character and script you approved and we cannot correct it, we refund you.
How refunds are paid
Refunds go back to the card or payment method you used. A released hold usually disappears within a few days. A refund of a charge usually arrives within five to ten working days, depending on your bank.
If you live in the EU or the UK
You can cancel freely until filming starts, as described above. The 14-day right to withdraw from an online purchase ends when filming starts, because you asked us at checkout to begin and the film is personalised digital content. Your legal rights if digital content is faulty are not affected by anything on this page.
Disputes with your bank
If something is wrong, please write to us before disputing the charge with your bank. We answer quickly, and a refund from us reaches you sooner than a dispute does.
This page is part of the Terms of sale.