Refund policy
Last updated: May 4, 2026
Our Quality Guarantee
We take pride in every order we process. If your videos were not delivered, contained a technical error, or the quality is significantly below what is shown in our examples, we will reprocess your photos at no charge or issue a full refund at your choice. Contact us within 30 days of purchase and we will make it right.
What Qualifies for a Refund
We will issue a full refund in the following circumstances:
Your animated videos were not delivered to your inbox within 24 hours of purchase.
Your video files arrived corrupted or unplayable.
The quality of your results is significantly and clearly below the standard shown in our product examples due to an error on our part.
A technical failure occurred during processing that produced unusable results.
What Does Not Qualify for a Refund
We do not offer refunds in the following circumstances:
Change of mind after your videos have been successfully delivered and downloaded.
Dissatisfaction with results caused by the quality of photos you uploaded. Very low resolution photos, heavily damaged photos, or photos with no clearly visible faces may produce lower quality results. We recommend uploading the clearest photos available for the best outcome.
Failure to download your videos before the 30-day download link expiry period.
European Union — 14 Day Cooling Off Period
If you are located in the European Union and your videos have not yet been processed and delivered, you have the right to cancel your order within 14 days of purchase under EU consumer law. Once processing has begun and your videos have been delivered this right no longer applies as the digital content has been fully provided with your prior consent. To cancel before processing contact us immediately at makephotosalive@gmail.com with your order number.
How to Request a Refund
Email us at makephotosalive@gmail.com with your order number and a description of the issue. We respond within 24 hours. If your refund is approved it will be issued to your original payment method within 2 business days. Please allow 3 to 10 additional business days for your bank or card provider to post the refund.
Reprocessing Option
In many cases where results are below expectations we can reprocess your photos at no charge. Contact us before requesting a refund and we will do our best to deliver results you are happy with.
Gift Cards
Gift card purchases are non-refundable.
Contact
makephotosalive@gmail.com MakePhotosAlive Kaarinankatu 2a, Turku, 20500, Finland