Our refund policy for animation video production, AI video production and voiceover services — including refund eligibility, revision requirements, refund windows and how to request a refund.
Last updated: June 20, 2026This Refund Policy explains how refunds work for animation video production, AI video production, voiceover services and every other service offered by GeniVideo. It applies to all orders placed through our website, by quote request, or through any third-party marketplace where GeniVideo services are sold.
We build a 100% satisfaction guarantee into every order through our structured revision process. Most concerns are resolved through revisions rather than a refund, because a revision gets you the video you actually need, while a refund simply ends the project. This policy sets out exactly when a refund applies, how much is refundable at each stage of production, and how to request one.
In short: refund eligibility depends on how far your project has progressed. Earlier-stage cancellations are refunded at a higher percentage; once a final video has been approved or delivered, the project is considered complete and is non-refundable.
You may be eligible for a full or partial refund under any of the following circumstances:
Refunds are not automatic in any of the above cases — each request is reviewed by our production team against the original brief, order details and revision history before being approved.
The amount refundable depends on how much production work has already been completed at the time of your cancellation request:
A 10% service and processing fee applies to all approved refunds to cover non-recoverable payment processing and administrative costs. This fee is deducted from the refundable amount, not charged separately.
Every GeniVideo package includes a structured revision process, and we ask that clients use this process fully before requesting a refund. In our experience, the large majority of concerns about pacing, visuals, voiceover tone or script wording are resolved completely through a revision round.
Standard packages include a minimum of three revision rounds. A refund request based on creative dissatisfaction will only be considered once all included revision rounds have been used in good faith and the result still does not reasonably match the agreed brief.
Requesting additional creative changes is treated as a continuation of the project, not grounds for cancellation. If you're unsure whether a revision or a refund is the right next step, contact your project coordinator first — most issues are solved faster through revision than through cancellation.
The following situations are not eligible for a refund under any circumstances:
AI spokesperson videos, AI avatar videos, talking photo videos and AI voice cloning follow the same refund windows outlined above, with one addition specific to AI-generated content: once an AI render has been generated and delivered for review, the compute cost of that render is non-refundable, even if a revision or refund is later approved for the remainder of the project.
For voiceover services using human voice talent, any session already recorded by the voice artist is non-refundable, since voice artists are paid for completed recording sessions independently of project outcome.
To request a refund, follow these steps:
Contact your project coordinator or email our support team directly through the Contact page, referencing your order number.
Explain the reason for your request, including which part of the brief was not met if the request relates to creative dissatisfaction.
Our team reviews the request against your order timeline, revision history and the original brief, typically within 1–2 business days.
You'll receive a written decision by email confirming the refund amount, or an offer of further revisions if a refund is not yet warranted.
Approved refunds are processed within 7–10 business days from the date of written approval. Funds are returned to your original payment method; we are unable to issue refunds to a different card, account or payment provider than the one used for the original purchase.
Refund processing time may vary slightly depending on your bank or card issuer once the funds leave our system. If a refund hasn't appeared after 10 business days, contact us and we'll provide a transaction reference to help your bank locate it.
If a refund is issued for any part of your order, all rights to the script, storyboard, voiceover, animation assets and final video produced for that order transfer back to GeniVideo. Following a refund, you may not use, publish, distribute or reference any version of the work delivered during the project, in whole or in part.
This applies even to draft or watermarked versions sent during production. Continued use of refunded work after a refund has been issued is a breach of this policy and may result in further action.
We ask that you contact us directly before filing a chargeback or payment dispute with your bank or card provider. Almost every concern can be resolved faster through our refund or revision process than through a bank dispute, which can take weeks to settle.
Filing a chargeback while a refund request is still being reviewed internally will pause that review and may void any refund that would otherwise have been approved, since the funds become temporarily frozen by the payment processor rather than available for us to return directly.
If you have any questions about this Refund Policy or want to discuss a specific order, our team is glad to help before you submit a formal request.
Visit our Contact page for the fastest response.
Our team would rather solve it with a revision than a refund — reach out and we'll find the fastest path to a video you're happy with.