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Refund & Remake Policy

What happens when a render fails, when a result is unsatisfactory, and how refunds are reviewed.

1. Scope

This policy applies to one-time purchases made on remixflick.com. It forms part of our Terms of Service. We do not currently sell auto-renewing subscriptions.

2. Technical failure

If a generation is confirmed as failed or canceled and no usable video is delivered, the credits consumed by that generation are restored automatically. This is not a cash refund. You can use the restored credits to try again. If the provider does not confirm whether our request was accepted (for example after a timeout), we investigate before restoring credits; a confirmed failure is not charged.

A failure means the render did not complete or did not produce a downloadable video. A result that differs from what you expected is not a technical failure; it is handled as an unsatisfactory result under section 3.

3. Unsatisfactory results and the complimentary remake

AI generation is probabilistic. We do not guarantee that the output will match the reference video exactly or look exactly like the person in your photo.

Each eligible paid order that results in a delivered video includes one complimentary remake:

  • How to claim: open your result or generation history and use the remake option for the order.
  • Deadline: within 3 days of purchase.
  • What you get: credits equal to the credits consumed by the original render (the amount shown on the template you used).
  • Limit: one remake per paid order, not one per video. A remake does not include another remake.
  • Credits: remake credits do not expire, but they are credits, not cash.

The remake lets you try again with the same or another photo. It is the remedy for a result you do not like, and it is separate from the technical-failure restoration in section 2.

4. Cash refunds

Because our products are digital content generated on demand, purchases are generally non-refundable once the video has been delivered. This does not limit any consumer right that cannot be excluded by law.

We still review refund requests case by case. We are more likely to approve a refund where:

  • you were charged but received no usable video and the credits were not restored;
  • the same technical failure repeatedly prevented delivery; or
  • applicable consumer law requires a refund.

To request a review, email support@remixflick.com with:

  • your order number (for guest orders, use the number in your order link or receipt);
  • the email address used for the purchase;
  • the task or generation reference, if you have one; and
  • a short description of the problem.

We may ask for more information or for a screenshot. Please do not send your full card number or government ID.

If a refund is approved, we will process it through the original payment method. The time it takes to appear depends on the payment provider and your bank; we will tell you when we have issued it. We cannot refund to a different person or payment method.

5. Chargebacks and payment disputes

If you disagree with a charge, please contact us first. We will try to resolve the issue. Filing a chargeback without contacting us may lead to suspension of the order while the dispute is investigated. We may share order and delivery evidence with the payment provider to respond to a dispute.

6. Statutory rights (EU/UK and similar jurisdictions)

If you are a consumer in the European Union, the United Kingdom or another jurisdiction with mandatory withdrawal rights, you may have a right to withdraw from a distance contract within 14 days. When you buy a video and ask us to begin generating it immediately, you request immediate performance of digital content and acknowledge that the withdrawal right is lost once generation begins, where the law allows this. Nothing in this policy removes rights that your local law does not allow us to exclude.

Nothing in this policy affects your statutory rights in relation to faulty digital content.

7. How to contact us

RemixFlick
An independent studio based in Shenzhen, Guangdong, China (operated by an individual; not a registered company)
Email: support@remixflick.com
Full operator details are available on request.

Effective date: 10 November 2026. This policy describes our current practice and is not legal advice.