Billing and money
The 30-day refund
30-day refund for any reason. Ask within 30 days of the first payment on your order, and we show you the exact amount before anything is refunded.
Updated · 2 min read
Your terms, word for word
30-day refund for any reason. You can ask for it any time within 30 days of the first payment on your order.
You get back what you paid, less a fixed amount for each picture and each second of video we've already made for you. Anything our safety check held back and never showed you doesn't count.
When you ask, we show you the exact amount before anything is processed. Nothing is refunded until you've seen it.
One refund like this per customer. Anything already refunded on the order, such as case-study cashback, comes off first. Refunds go back to your original payment method. Work that's refunded is no longer licensed for your use.
These are the current terms (version 2026-10-21.1). If you ordered under an earlier version of these terms, that version's refund terms apply to that order. Ask us and a person will work out your refund.
How much you get back
What you paid, less a fixed amount for each picture and each second of video already made for you, every picture made and not just your finals. Pictures our safety check held back and never showed you don't count. The help center and the assistant don't quote the per-picture figure: a person works out your exact amount from your order and shows it to you when you ask, before anything is processed.
How to ask for it
Refunds are requested by email, so a person reads every request. The Help assistant and the forms on the site don't take refund requests.
- Step 1: Reply to your receipt email, or to any email from the studio, and say you'd like a refund.
- Step 2: Wait for the studio's email. A person checks your order and shows you the exact amount.
- Step 3: Read the amount. Nothing is refunded until you've seen it, and the money goes back to your original payment method.
Your Billing page shows the refund once it's done. When it shows on your statement is up to your bank, and it can take several business days.
Good to know
- The 30 days count from the first payment on your order, not from delivery.
- Anything already refunded on the order, like case study cashback, comes off first.
- The Help assistant can't work out a refund for you. A person does that from your order, so the amount is always right.
- A picture that changes your label, logo or packaging is fixed free without using your refund: choose Change and tap Label warped, with no note. See when your product looks wrong.
- Want to stop partway instead? See stopping a campaign.
- Thinking of disputing the charge with your bank? Ask us first. A refund through us is usually quicker.
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Related
- Stopping a campaignYou can stop a campaign at any time: you keep every final you've approved, at full size, and we show you the exact refund before anything is processed.
- Who owns the workOnce your order is paid, you can use the finals you approve for any lawful purpose, anywhere, for as long as you like, without crediting us, and every other version we made too.
- Receipts, cards and invoicesYour Billing page lists every order with its receipt and card, the account owner changes cards and billing details there, and for an invoice with your company name you ask through Help.
- Getting helpPress Help at the top of your campaign pages to ask the assistant about your own campaign, and it passes anything it can't settle to a person who replies by email.