Refund & Cancellation Policy

Last updated: September 2026

Every video is made to order for one customer, so our refund policy is different from an off-the-shelf product. Please read this before you buy. This policy is part of our Terms & Conditions.

Cancel before we start — full refund

If you change your mind before we have begun production (usually before you have sent your photos and story, or shortly after), email us and we will cancel the order and refund you in full.

Once production has started

After we have begun creating your video, we generally cannot offer a full refund, because the work has been done specifically for you and cannot be resold. Instead:

Your package includes revision rounds. We will keep adjusting the video within the scope of your package until it is right.
If you are unhappy with the direction, tell us early and be specific — the sooner we know, the more we can change.

If something goes wrong on our side

If we cannot deliver your video, miss the agreed scope, or the result has a genuine quality problem that revisions do not fix, we will offer either a re-do or a partial or full refund, at our discretion, depending on how much work was completed.

What is not covered

Buyer's remorse after delivery of a video that matches your brief and our described style.
Requests to completely change the story, people or concept after production (this is a new order).
Delays caused by you sending materials late or sending incorrect details.
The video not matching a specific artistic expectation that was never discussed.

How to request a refund or raise an issue

Email hello@ourlittlemovie.com within 14 days of delivery, describing the problem. We will reply within 3 business days and work with you to fix it.

Payments and refunds are processed through PayPal. Approved refunds are issued back to your original payment method via PayPal. Please email us at hello@ourlittlemovie.com before opening a PayPal dispute or a card chargeback — a dispute freezes the order and stops us from being able to help you directly, and in almost every case we can sort the problem out faster ourselves.

Digital product

All deliverables are digital files. There is nothing to return or ship back.