October 13, 2026
1. The short version
- A generated video is not refundable. Making it again is a new order.
- One exception: one free remake per order, on request by email (section 3).
- If we can't produce your video at all, trying again is free until it's made (section 2).
- We don't give refunds, except where the law requires it (section 5).
- Orders that break our terms aren't made and aren't refunded — for example celebrities or anyone made to look like one (including AI-made look-alikes), people who didn't agree, or famous characters you don't own.
2. When generation fails
If your video can't be produced — a technical problem on our side, or a photo or clip that can't be used — nothing has been delivered. We tell you why in your account and by email, and you try again for free, with the same file or a new one, until a video is produced. Your payment stays on the order; this is not a refund.
3. One free remake, on request
- Once a video has been delivered we don't remake it for free — except once per order, if you write to us.
- Email support@jeanphilai.com within 7 days of delivery with your order number (it's in your account), what's wrong, and a screenshot or the second where it happens.
- It covers clear quality problems — the main character wasn't replaced or doesn't look like your photo, faces or bodies are badly distorted for much of the video, the file won't play, you got a different scene, length or quality than you ordered — and honest mistakes on your side, such as uploading the wrong photo or picking the wrong scene.
- We decide whether a request qualifies. If it does, we remake the video by hand, once, following our guidance (for example, a clearer photo). The remake is final.
- It doesn't cover not liking the style or expression of a correct result, the small glitches typical of AI video, or another remake after the free one. We don't refund instead of remaking.
4. Top-ups
Balance you add stays on your account and never expires. It isn't refundable, except unused balance as described in section 5.
5. Customers in the EU, EEA, UK and Switzerland
- You normally have 14 days to withdraw from an online purchase. For digital content made just for you, that right ends once we start making it with your agreement.
- Before you pay, you tick a box confirming that you want your video made right away and that you understand you lose your right of withdrawal once generation starts. We send you that confirmation by email with your order.
- So once generation of a video has started, you can't withdraw from that order.
- A top-up you haven't used any of can be cancelled within 14 days of purchase — just email us.
- Nothing in this policy limits your statutory rights if a video doesn't conform to what you ordered.
6. Chargebacks
Please write to us first — a real person replies, usually within a day. If a charge for a video delivered as ordered is disputed, we share the order record, including your confirmation, with the payment provider.