Refunds

Last updated: 23 October 2026. If a clip fails, you get its payment back. This page says when, what we do not refund, and how to ask.

When you get your money back

• We could not make your clip. Whatever the reason: a technical failure, or a video that is still not ready 30 minutes after payment.
• Our photo check refused your photo. While you pay, an automatic check looks at each photo. If it refuses the photo before your payment completes, nothing is charged and you pick another photo; if it refuses the photo after you have paid, no video is made and the payment is refunded automatically. A different photo is a new order.
• The video model refused the order for safety or copyright reasons. The model’s own safety and copyright checks run on every request and its output. If they refuse the order, no clip is delivered and the payment is refunded automatically. A copyright refusal is about the reference clip of the trend, not your photo. We do not retry such an order, because the same request would be refused again.
• A payment did not match the order exactly. We check it by hand and, within 24 hours, either complete the order or refund you in full.

A failed clip is refunded automatically, once, in the way you paid: a card payment (including Apple Pay and Google Pay) goes back to the same card through Stripe, normally within minutes of the failure (a card refund can take longer to show on your statement, depending on your bank). A failed clip is not retried on another model. You do not need to ask. Your order page shows where it stands. If the refund does not appear, your order page says so and shows our email address: write to us with the order id and we sort it out by hand within 24 hours of your email.

What we do not refund

• A delivered clip you simply dislike.
• A silent clip. Your clip comes with the trend’s sound; in the rare case it cannot be added, the clip is delivered silent and the order page says so. A silent clip is not a defect.
• Likeness. The model rebuilds people from your photos and may not look exactly like them. The exception is a clip where the face is clearly not the person or pet in your photo. We review those by hand, comparing the photo you sent with the clip. Write within 7 days of delivery, while we still have your photo.
• A delivered clip that we later remove for breaking the acceptable use rules. (An order the safety filter refuses before anything is delivered is not charged, or is refunded if already paid, as above.)

How to ask

Write to hello@firestarterdance.com with your order id. You find it in the address of your order page, which begins with /order/. We answer within 2 business days. A refund we approve is sent within 24 hours of the decision.

Before a chargeback

Please write to us before you open a dispute with your card issuer, so we can look at the order first. Most problems are fixed faster that way.