Refund Policy

Failed videos

If a video can't be made, its credits go back to your account automatically and we email you. You don't need to contact us.

Santa said the name wrong

Names with unusual spellings can come out wrong. Add How to say it when you make the video (for example Seer-sha for Saoirse). If the name still sounds wrong, open the video and press Redo it free: you can change how the name is said, and Santa films it again at no cost. Each video gets one free redo within 6 days of making it (the room, name and good deed stay the same). If the redo still isn't right, contact us from your account's email with the link to the video.

Unused packs

If you haven't used any credits from a pack, you can get a full refund within 14 days of buying it. Contact us from the email address on your account and tell us which purchase. Refunds go back to the original payment method, usually within 5 to 10 business days.

Used packs

Credits that have been used to make a video aren't refundable, except where the law requires it or as described above. Unused credits never expire, so you can make another video next Christmas.

Chargebacks

Please contact us before disputing a charge with your bank. Most problems are solved in a day, and a dispute freezes the account while the bank reviews it.

Contact

Use the Contact support button on any page, from the email address on your account.