Refund Policy

Last updated: October 13, 2026

Every film is made just for you, and making it costs us real money from the moment it starts. That’s why you only pay for what’s actually delivered, and why delivered films can’t be refunded. Here’s exactly how it works.

How payment works

When you pay by card, Apple Pay, Link or PayPal, the full price of your film is authorized (held) on your account. Nothing is taken yet. When your film is finished, we charge only for the seconds actually delivered. If part of your dream couldn’t be filmed and your film is shorter than planned, you’re charged the lower price for the shorter film, and the rest of the hold is released.

When you’re not charged

• No film delivered. If a technical problem on our side means your film can’t be made at all, the whole hold is released.
• Scenes that couldn’t be filmed. If the video system refuses or fails part of your film, that part is left out and not charged.

Released holds normally disappear from your statement within a few days, but some banks take up to 10 business days. The timing is up to your bank or PayPal, not us.

When refunds aren’t given

Because each film is made to order and costs us money to produce, we don’t give refunds once a film has been delivered, including when:

• the film doesn’t look, sound or feel like your dream, or like the shot list;
• you don’t like the style, the people, the places, the music or the sound;
• the film has AI mistakes, odd details or visual glitches;
• you changed your mind, ordered by mistake or ordered more than once on purpose; or
• you didn’t watch or download the film within its 30 days.

You see the shot list before you pay, so you know what we’ll try to film. Please check it carefully.

If something went wrong with a payment

Mistakes can happen on our side too. Contact us within 30 days if:

• you were charged twice for the same order;
• you were charged but never received a film; or
• your film won’t play or download at all.

We’ll look into it and, depending on what happened, fix the problem, send you a working file or refund the charge. We decide the remedy after checking the order.

In the rare case of a refund

Delivered films are not refundable, and this policy does not change that. Very rarely, and only at our sole discretion, we may decide to refund a delivered film, for example after a duplicate charge or a technical fault we can’t fix. Each such refund is a one-time decision. It does not create a right to a refund for you, for other films or for other customers.

If we do refund a film that was delivered, in full or in part, your right to download, keep, show or share it ends from the date of the refund. We may remove the film and its share link straight away. Please delete any copies you downloaded and stop sharing it.

From the date of the refund, Liquid Birds may keep the film and use, show and share it as our own, for example as an example of our work on our website, in demos and in advertising, without paying you or naming you. We never show your dream description, your name or your email address with it. Your dream description stays yours.

How to contact us

Use the support form and include your order reference (it starts with dm_ and is in your order email). Please contact us before opening a dispute or chargeback with your bank; it’s faster for everyone. We reply within 72 hours, not counting weekends.

Your legal rights

When you order, you ask us to start making your film right away. If you live somewhere with a legal right to cancel purchases of digital content (such as the EU or the UK), you agree that you lose that right once production begins. Nothing in this policy limits any right you have under consumer protection laws that can’t be excluded by contract. This policy is part of our Terms of Service.