Refund policy

Looks like your pet, or your money back.

Your episode should look like your dog. If it doesn't, we'll make it right.

What the guarantee covers

Our guarantee covers your episode not looking like your dog. It doesn't cover a change of mind, or not liking the story, music or style. Once we've sent a video, we can't take it back, so we keep the promise to the thing we can always fix: the likeness.

If it doesn't look like your dog

1. Email [email protected] within 7 days of delivery, with your order number.
2. In that email, tell us in one sentence what doesn't look right (for example, the ears, the markings or the colour). We use your note to fix it.
3. We'll redo your episode once using your note, and send the new version within 48 hours.
4. If it still doesn't look like your dog, we'll refund you in full.

Good to know

• There's one refund per customer.
• If we refund you, the personal-use license for the episode ends, so please delete the video.

Orders we can't complete

If we can't make your episode (for example, the photos don't show your dog clearly enough and better ones aren't available), or we have to decline an order, we refund it in full.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. They usually appear within 5 to 10 business days, depending on your bank.

Please talk to us first

If something's wrong, email us before contacting your bank. We answer every message and can usually fix it, or refund you, faster than a bank dispute.