- No video within 48 hours: refunded automatically, without asking.
- Changed your mind before it arrived: say so and the whole payment comes back.
- Video delivered: not refunded because you dislike it, since it was made to order for you.
- Video faulty rather than disappointing: put right or refunded, whatever this page says.
- Receipts, tax and card disputes are handled by the merchant of record.
1A video we could not deliver is refunded#
If your video is not ready 48 hours after you sent your story and first photos, whatever the reason, the payment is refunded automatically to the card or account you paid with. You do not need to ask. We send it at the 48 hours; how long it then takes to show on your statement is your bank's business, usually a few working days.
2Before the video arrives, you can still change your mind#
The 14 days end with delivery, not with payment, or later still, as section 3 says, if the law counts the video as digital content. Until the video is in your hands the right is still yours and one sentence uses it: write to support@amovi.eu saying you withdraw. Writing from the address you paid with, or naming your video's link, helps us find it faster but is not a condition. We stop the video and return the whole payment within 14 days, by the means you paid with, and you do not have to give a reason. The terms carry the model form, which is offered and not required.
3When changing your mind is no longer a refund#
The video is made to order from your photos and your story, and delivering it completes that work. Before you go to pay you tick a box asking us to make it at once and supply it as soon as it is ready, and accepting that the 14-day right of withdrawal is lost once the video has been made available to you; without that box there is no payment. If the law treats the video as digital content rather than a service, the right lasts until you first play or download it, as the terms say.
Delivery by itself does not entitle you to a refund merely because you changed your mind, and not liking the result is not a fault. That is the whole of this rule, and it is without prejudice to your statutory rights where the video is not in conformity with what we described, which the next section is about.
Two things do refund a delivered video. A withdrawal, or a message that you sent the wrong photos, that you sent before the video arrived, even if the video reached you before we could act on it; and a withdrawal sent after it arrived but before you first played or downloaded it, if the law treats the video as digital content, as the terms say. And a fault, as the next section says. A request to delete a delivered video, from you or from anyone else in your photos or named in your story, does not refund it, as the terms say.
4A video that is not what we described is put right#
The rule above is about taste, not about faults. If the video does not play, has no narration or music, speaks a language your story was not written in, arrives without subtitles or is not the length you bought, it is not the thing we sold. Portuguese law, Decreto-Lei 84/2021, gives you a set of remedies for that - having it put right, paying less, or ending the contract and getting your money back - and which of them you may take, and when, is for the law and not for this page; a serious fault, one that comes back, or one we fail to fix can entitle you at once to a price reduction or to ending the contract. The period is two years from the day the video was supplied, and nothing here shortens it.
Write to support@amovi.eu and say what is wrong. Do it while the video is still there if you can: 48 hours after delivery it is deleted and we keep no copy. After that, you can send us the photographs and the story again and we make the video again at no cost; if you would rather not, or the new video is faulty too, you may have a price reduction in proportion to the fault or, unless it is minimal, end the contract and have your money back. The two-year period is not shortened by the deletion.
5Questions, and what to do if we say no#
Write to support@amovi.eu with your video link. Payment questions such as receipts, tax and card disputes are handled by Sold through Link, LLC, the merchant of record, under its own buyer terms; they may also let it refund a payment on its own, whatever this page says.
If we say no and you think we are wrong, you are not left with our answer: the terms name the consumer arbitration centres that bind us for any dispute worth no more than EUR 5,000, as a dispute over a EUR 15 video normally is, and Portugal's complaints book is at livroreclamacoes.pt.