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Refunds and redos

Возвраты и переделки

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Last updated: [EFFECTIVE_DATE]

In short
  • Something wrong with the video? Tell us within 14 days after you receive it: press “Something's wrong” on the video page, or write to doodlehellostudio@gmail.com.
  • A real person reads every claim and decides by hand. We reply within 3 business days.
  • If the fault is confirmed, we either make a new video or refund the payment. We decide each case ourselves; nothing is redone or refunded automatically.
  • No redo or refund just because you would like the video to be different: it is made for you and delivered right away.

1What we count as a fault

  • A technical failure: the video never arrived; the file is broken (it doesn't open or play, or shows only a black or frozen picture); there is no sound; the speech is cut off; the hero speaks a different language from the one you chose, or says a different name from the one you entered.
  • The video differs from the picture you confirmed: the hero in the video clearly differs from the hero picture you approved before paying, for example an extra body part appeared or one is missing.
  • The video shows a different drawing from the one you uploaded.

2What we don't count as a fault

  • You don't like how the hero looks in the picture. You see and confirm the picture before you pay, and can say “No, it doesn't look like it” and try again for free (up to 2 pictures, 4 for “Two drawings”). The picture you confirm is the hero we make the video from, so after payment there is no refund for how the hero looks in it.
  • Taste: “not funny enough”, “I wanted something else”, “I would like the hero to move or sound differently”.
  • “On the paper”: the drawing moves right on the sheet, and sparks, a little flame and changed faces can appear. We warn about this before you pay, and this kind has no preview picture.
  • Details, background or style that were added or slightly changed. The service has to imagine what is not on the paper.
  • The name was typed with a mistake, or the “how it sounds” hint was missing. A phrase you wrote yourself is spoken as you wrote it.
  • You changed your mind after the video was delivered.

3How to send a claim

  1. Within 14 days after you receive the video, press “Something's wrong” on the video page, or write to doodlehellostudio@gmail.com with your order number.
  2. Tell us what is wrong, for example “no sound”, “the speech is cut off”, “the hero has a third arm”.
  3. We may ask you for more details. A short description, and the video itself, are usually enough.

The 14 days start on the day you receive the video. This is our own window for claims; it does not shorten the rights you have under the law (see section 7).

4How we decide

  • A real person reads each claim and checks the video. Nothing is decided by a program.
  • We reply within 3 business days.
  • If the fault is confirmed, we make a new video or refund the payment. We choose, case by case, what fits better. We don't promise a redo or a refund in advance.
  • If we don't confirm a fault, we tell you why.
  • “Two drawings”: a refund for one of the two videos is at most half of the price you paid for “Two drawings” (rounded down to the cent).

5Other cases when you get your money back

  • We could not make the video at all. We first try again automatically; if it still doesn't work, we refund the payment.
  • We refused your drawing after you paid (for example, it shows someone else's cartoon character).
  • You were charged twice for the same order.
  • “Two drawings”: if we can make only one of the two videos, you can send us another drawing for the second one, or get half of the price you paid back (rounded down to the cent; never more than half).

Refunds go through [PAYMENT_PROVIDER] to the same card or account you paid with, including any tax you paid. After we decide to refund, we start it within 2 business days. Your bank may need 5–10 business days to show it.

6Why there is no refund “if I don't like it”

Each video is made specially from your drawing and delivered right after payment. Before paying, you agree that we start right away and that your statutory 14-day right of withdrawal ends once delivery has started (see the Terms of Service, section 9). That right is different from the claim for a fault described here: sending a claim about a fault is still possible after delivery. Before you pay, you also see the free hero picture, so you know what your hero will look like.

7Your legal rights

This policy does not limit your rights under consumer law. If the video is faulty or not as described, you keep the rights the law gives you. In the EU, for example, you can ask for it to be fixed, for a lower price or for your money back.

8Before a chargeback

If something is wrong, please write to us first at doodlehellostudio@gmail.com. We reply within 3 business days, and a decision through us is usually faster than a dispute with the bank. Your claim, with your email, is stored as described in the Privacy Policy.