Confirm the legal operator, payment setup, production providers, retention behavior, and proposed refund/revision rules before publishing or using this document in paid ads.
Refund & Cancellation Policy
This policy applies to custom video orders placed through Almost There. The terms below are a proposed customer-friendly policy and must be confirmed against your actual production workflow and applicable consumer law before publication.
1. Before production begins
You may request cancellation by emailing [email protected] or using your private order link. If production has not begun, we will cancel the order and request a full refund through Stripe. Refund processing time depends on Stripe and your payment provider.
2. After production begins
Because this is a made-to-order creative service, work may begin after payment and review of your materials. If you request cancellation after production has begun, contact us as soon as possible. We will review the work completed and explain the available options. This policy does not remove any cancellation, withdrawal, or refund rights that apply by law.
3. Problems with the delivered video
If the delivered video has a material technical problem or clearly misses an agreed order detail (for example, the selected point of view or a required dialogue line), contact us within 7 calendar days after delivery and include your order number and a description of the issue. We will review the request and, where reasonably possible, provide one correction or re-render at no additional charge. If we cannot correct a material failure, we will consider an appropriate refund through Stripe, subject to applicable law.
AI generation cannot guarantee an exact likeness, exact recreation, specific facial expression, or perfect dialogue/audio result. A difference in personal taste, where the video substantially follows the submitted brief, does not by itself qualify as a material technical failure. Nothing here limits mandatory consumer rights.
4. Delays, duplicate charges, and failed orders
If we cannot produce or deliver your order, we will contact you with the options available, including a refund where appropriate or required by law. If you were charged twice for the same order, contact us with both receipt details and we will investigate and request a refund for a confirmed duplicate charge.
5. How to request help
Email [email protected] from the address used for the order. Include your order number, the private order link if available, and the reason for your request. Stripe processes refunds for transactions it handles; we will submit approved refund requests through the applicable Stripe process. Your bank or payment provider controls when the funds appear.
6. Your legal rights
Consumer laws may give you cancellation, withdrawal, repair, replacement, or refund rights that cannot be excluded or reduced by this policy. Those rights continue to apply. If this policy conflicts with a mandatory legal right, the legal right takes precedence.
退款与取消政策
本政策适用于通过 Almost There 下单的定制视频。以下内容是偏向客户友好的政策建议；正式发布前，需要结合实际制作流程和适用消费者法律确认。
1. 制作开始前
你可以通过 [email protected] 或订单专属链接申请取消。如果制作尚未开始，我们会取消订单，并通过 Stripe 发起全额退款。实际到账时间取决于 Stripe 和你的付款服务商。
2. 制作开始后
由于这是按订单定制的创意服务，付款并审核素材后可能开始制作。如制作开始后申请取消，请尽快联系我们。我们会核实已完成的工作，并说明可选方案。本政策不会取消任何适用法律规定的取消、撤回或退款权利。
3. 成片问题
如果成片存在实质性技术问题，或明显遗漏已确认的订单要求（例如选择的视角或必需对白），请在交付后 7 个自然日内联系我们，并提供订单编号和问题说明。我们会审核请求，并在合理可行时免费提供一次修改或重新生成。如果无法修复实质性问题，我们会根据适用法律考虑通过 Stripe 进行适当退款。
AI 生成不能保证完全还原肖像、精确复刻、指定表情，也不能保证对白或声音完全准确。如果成片总体符合提交的要求，只是个人审美偏好不同，本身不等同于实质性技术故障。本条不限制不可放弃的消费者法定权利。
4. 延迟、重复扣款和订单无法完成
如果我们无法制作或交付订单，会联系你说明可选方案，并在适当或法律要求时退款。如果同一订单被重复扣款，请提供两笔收据的信息，我们核实后会为重复扣款申请退款。
5. 如何申请协助
请使用下单时填写的邮箱发送邮件至 [email protected]，并提供订单编号、订单专属链接（如有）和申请原因。由 Stripe 处理的交易退款需要由 Stripe 执行；我们会按照适用的 Stripe 流程提交经审核的退款申请。资金实际到账时间由银行或支付服务商决定。
6. 法定权利
消费者法律可能赋予你不能被排除或削减的取消、撤回、修复、更换或退款权利，这些权利继续有效。如果本政策与强制性法律权利冲突，以法定权利为准。