Refund Policy
Last updated: November 8, 2026
If a video fails
If something goes wrong while your video is being made, we try again automatically. If it still fails, or isn't ready within 2 hours of starting, the 50 credits go back to your account and we email you. You can use them to make the video again, or ask for a refund of them as unused credits (below).
Refunds for unused credits
You can ask for a refund of credits you haven't used. There's no deadline.
We work out the refund like this:
What you paid − $7.99 for each video you've made = your refund (never less than $0)
For example: you bought 3 videos for $19.99 and made 1. Your refund is $19.99 − $7.99 = $12.00.
We use the single-video price of $7.99 for each video made, so a refund never works out cheaper than buying videos one at a time. Credits we add to your account as a courtesy aren't included and can't be refunded.
If something's wrong with a finished video
We don't refund a finished video because you'd simply prefer something different. But if there's a problem with it — for example, a name sounds wrong or the video doesn't play — contact us from your video page and we'll find a way to make it right.
Deleting your account
When you delete your account, any remaining credits are lost and won't be refunded. If you have unused credits, please ask for a refund before you delete your account.
How to ask for a refund
Log in and send us a message through Contact Us, choosing "Refund for unused credits," or email support@santavisitvideo.com from the email address on your account.
We process refund requests within 48 hours. Refunds go back to your original payment method. Your bank may take 5–10 business days to show it.
Payments through Link
Your purchase is processed by Link (part of Stripe), and your card statement will show "LINK.COM*". Link may handle refund requests sent to it under its own rules. This policy doesn't affect any rights you have under applicable law or under the terms of your payment provider.
Refunds and disputes made outside Santa Visit Video
If a payment is refunded by Link or your bank, or disputed, we remove the matching credits from your account. If this takes your balance below zero, you won't be able to make new videos until it's settled.