1. The short version
A technical failure is not a delivered video and does not consume the value you bought. We may automatically repair or rerun a failed job at no extra charge.
If we cannot complete the purchased service, we will refund the affected one-time purchase. This policy does not limit any stronger right provided by applicable law.
2. Technical failures do not count as delivery
A technical failure includes a job that:
- does not produce a playable video;
- is missing, inaccessible, or delivered as a corrupt file;
- is missing its included audio or has an unreadable audio stream;
- stops because the generation provider or our system fails; or
- has the wrong paid duration or does not meet the portrait video specification because of a service error.
PetShimmy may recover the same job automatically. If the purchased service still cannot be completed, contact support for a refund.
3. AI variation and faulty digital content
Every finished video must pass automated file-integrity, paid duration, portrait-format, codec, and audio checks before it is delivered automatically.
AI generation can still vary in exact choreography, timing, expression, background details, fur, paws, limbs, and anatomy. A preference for a different creative adaptation does not normally make technically complete digital content faulty.
If you believe delivered content is faulty or misdescribed, contact us with the order reference and a short description. We will assess the delivered file and provide the remedy required by the contract and applicable law.
4. Change of mind
You ask PetShimmy to begin the personalised digital creation immediately after payment. Depending on applicable law, that may end a change-of-mind cancellation right once supply begins.
It does not remove rights for faulty or misdescribed digital content, or any other right that applicable law says cannot be limited.
5. How to request help
Email support@petshimmy.app from the address used for the order when possible. Include:
- your order reference;
- a short description of the problem and when it appears; and
- whether the secure order page reports a technical failure.
Do not email full card details, private access tokens, or your source photo unless support provides a secure route.
6. Refund processing and legal rights
Approved refunds are returned to the original payment method. The time for funds to appear is controlled by the payment processor and your bank. A gift refund returns to the original purchaser unless applicable law requires another approach.
This policy does not limit rights that cannot legally be limited. Consumer cancellation, conformity, or refund rules may differ by location and can provide additional remedies.
See the Terms of Service for the broader order rules and the Privacy Policy for media deletion.