1. The short version

A technical failure is not a delivered video and does not consume the value you bought. A delivered video with a clear quality problem is eligible for one quality retry when you contact us within 72 hours of delivery.

If that retry still has a qualifying generation fault, we refund the one-time purchase, subject to the checks below and any stronger rights provided by applicable law.

2. Technical failures do not consume value

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 soundtrack or contains an unreadable audio stream;
• stops because the generation provider or our system fails; or
• is generated at the wrong paid duration or does not meet the portrait HD specification because of a service error.

We may automatically retry or repair a technical failure. That recovery attempt is not your one included quality retry. If we cannot complete the purchased service, we will refund the one-time purchase.

3. One quality retry within 72 hours

Each paid video includes one quality retry. To use it, submit the secure retry form from your result page within 72 hours after the original result is delivered and identify the clear quality problem. If you cannot access that page, email us within the same window.

Examples that can qualify include:

• the pet is missing or no longer recognisable;
• major face, limb, body, or tail corruption persists through much of the clip;
• the video visibly freezes, tears, or jumps because of a render fault;
• the pet does not perform an obvious upright dance;
• the delivered clip is materially shorter than the 6- or 12-second duration shown on the paid order, or is not a playable portrait HD file because of a service error; or
• the selected dance’s matching licensed soundtrack is missing, inaudible, or materially out of sync because of a service error.

A retry is a new AI generation. It can solve the reported fault while changing background details, timing, expression, or other creative elements.

4. If the retry still has a clear fault

If the retried video still has a qualifying generation fault, contact us with the same order reference. Once confirmed, we will:

• refund the amount paid for the affected video to the original payment method.

5. What the quality retry does not cover

Unless applicable law gives you a stronger right, a quality retry or refund is not normally available solely because:

• you changed your mind about the pet photo, selected dance, paid duration, or intended recipient after generation began;
• you prefer a different adaptation, expression, camera angle, background detail, or timing where the result is technically complete, the pet remains broadly recognisable, and the upright dance is obvious;
• paws, limbs, fur, background details, or anatomy have mild AI stylisation rather than persistent major corruption;
• the source photo was blurred, heavily cropped, obstructed, or contained several ambiguous subjects despite an input warning;
• you prefer a different soundtrack, want to upload your own music, or dislike the selected beat where the promised soundtrack is present and materially in sync;
• a social platform recompressed, cropped, muted, or otherwise changed the downloaded video; or
• the request arrives more than 72 hours after delivery and is not based on a technical failure or mandatory legal right.

We assess the delivered file and order specification, not social engagement or whether a post performs as hoped.

Asking PetShimmy to begin the digital creation immediately may end a statutory 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.

6. How to request help

Use the “Request quality retry” link on your secure result page. If you cannot access it, email support@petshimmy.app from the address used for the order when possible. Include:

• your order reference;
• which video in the order is affected;
• a short description of the fault and when it appears; and
• whether you are asking about a technical failure, quality retry, or refund.

Do not email full card details. We may ask you to confirm control of the order email or use a secure support route.

7. Refund processing

Approved refunds are sent to the original payment method. The time for funds to appear is controlled by the payment processor and your bank. We will not ask you to pay a separate fee to receive a valid refund.

A gift refund returns to the original purchaser’s payment method, even if the recipient reported the problem, unless applicable law requires another approach.

8. Legal rights and chargebacks

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.

Please contact us before filing a payment dispute so we can review the technical record and offer the correct remedy. This request does not prevent you from using a chargeback or other right available under law or your card agreement.

See the Terms of Service for the broader order rules and the Privacy Policy for media deletion.

This policy is provided by Jake Rogers trading as PetShimmy, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom. Questions can be sent to support@petshimmy.app.