Refund Policy

Last updated: October 31, 2026

You’re only charged when your video is ready

At checkout we only place a hold on your card. The payment is taken when your first video is ready. If the AI can’t finish it (for example because of an error, a timeout or a photo our AI provider won’t accept), the hold is released — you aren’t charged — and we email you.

Photos with people

Our video AI refuses photos that show a person, even just a hand. If that happens after checkout, the video fails, the hold is released and you pay nothing — a photo of just your pet usually works.

If the finished video doesn’t feel right

We know this video matters. If something went wrong — the wrong photo was used, the file is broken, or the pet in the video clearly doesn’t look like yours — email support@rainbowbridgevideos.com within 14 days with your order link. We’ll make it again from another photo at no charge, and if that still isn’t right, we’ll refund that video. AI videos vary a little from render to render, so small differences in detail on their own aren’t a fault.

Timing

A released hold usually disappears from your statement within a few days. Refunds usually appear within 5–10 business days, depending on your bank or wallet.