Refund Policy
Automatic refunds for failed videos and how to ask for a remake or refund
Last updated: 28 October 2026
Each video costs US$2.99. We want you to be happy with it.
Automatic refunds
If your video fails to generate for any reason, including our AI provider rejecting your photo, you are refunded automatically in full to your original payment method. You don’t need to contact us.
If you’re not happy with your video
Email support@polarbear2026.app within 14 days of purchase with your order email and a short description of the problem, for example the video is corrupted, the caption is wrong, or it doesn’t match the template you picked. We’ll refund you, or re-make the video if you upload your photo again, because we delete photos within 24 hours.
When we may not refund
We may decline a refund request that shows signs of abuse, for example repeated refund requests after downloading. We may refuse service to anyone who repeatedly breaks our photo rules. This does not affect your statutory rights.
Your rights under New Zealand law
Nothing in this policy excludes or limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a video is not of acceptable quality or doesn’t match its description, you are entitled to a remedy under those laws.
How refunds are paid
Refunds go back to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank.
Contact
Kairo Studio Limited · New Zealand · support@polarbear2026.app