Refunds

If a clip fails, you get the full price back. This page says when that happens, what we do not refund, and how to ask.

When you get a full refund

• The generation failed twice. We refund the full price within 24 hours. You do not need to do anything.
• The clip was not ready 30 minutes after payment. We count it as failed and refund it in full.
• The payment did not match the order exactly. We check it by hand. Within 24 hours we either make your video or refund you in full.

We refund each failed order by hand.

What we do not refund

We do not refund a delivered clip only because you dislike the result. The exception is a clip where the face is clearly not the person you uploaded. We review those by hand, using the photo you sent and the clip.

How to ask

Write to hello@trendremake.com with your order id. You find it in the address of your order page, which begins with /order/.

Credit packs

• Unused pack: refundable in full while none of its credits have been used.
• Used credits: not refunded.
• Failed generation from a pack: the credits it used return to your wallet automatically. No refund is needed.
• To ask for a pack refund, write to us with the order id from the pack's order page.

Before a chargeback

Please write to us before you start a chargeback or dispute with your bank, so we can look at the order first.