Clear pricing before payment
You see the package price before you complete secure Stripe checkout.
Refund Policy
A straightforward approach to orders, review, and refunds.
Ai Pet Memories is designed to feel careful and fair. Every order is reviewed by a person before production begins, which helps us catch photo issues early and avoid pushing ahead with something that is not right.
Before production
Review happens first for a reason.
Once you place an order, we review the uploaded photos and notes before production begins. If something needs attention, such as unclear images or missing information, we will contact you rather than moving forward blindly. You can ask to cancel before production work has started, and we will review the request fairly.
If there is a problem
We would rather resolve it properly than force the order through.
If an order cannot proceed with the materials supplied, or if there is a payment or fulfilment issue that cannot be resolved reasonably, we will review the situation with you directly and discuss the appropriate next step, including refund support where needed.
Custom digital work
Refunds become more limited once production begins.
Because each film is custom-made from your photos and notes, refunds may be limited once production work, voiceover generation, visual rendering, or final video assembly has started. If you are unhappy with a prepared preview or delivery, contact us and we will look at reasonable corrections before treating the order as final.
Revisions and delivery
We handle genuine issues with care.
If a delivered file is broken, the wrong video is delivered, a download link fails, or we have made a clear production mistake, we will work to fix it. If delivery is delayed, we will update you and agree the next step where needed.
Photo issues handled early
If better images are needed, we will reach out before production goes ahead.
Human support
If you need help after placing an order, contact us and include the email used at checkout so we can assist more quickly.
Questions welcome
If you want clarification before ordering, email hello@aipetmemories.com.
Duplicate or failed payments
If Stripe records a duplicate payment or a payment error affects your order, contact us with the checkout email and we will review the payment record.
Customer permissions
Please only upload photos you are allowed to use. If there is a rights or permission problem with submitted material, we may need to pause or cancel the order.
Refund timing
Approved refunds are returned through the original payment method where possible. Bank and card processing times are outside our control once the refund is issued.