Legal
Refunds & Cancellation
Last updated 18 August 2026
Plot Twist sells a one-off, customised digital service: a short movie generated specifically from the story and photo you submit. This policy explains how we handle cancellations and refunds.
Before generation starts
If your payment succeeded but generation never started, contact us and we will review a cancellation or refund request.
Once generation has started
Because each movie is produced individually for you, once personalised generation has begun we generally cannot offer a change-of-mind cancellation, as the service has already been performed.
If the service fails
- If a technical failure means no usable movie is delivered, and automatic retries plus the included re-cut do not resolve it, we will offer a re-run or a refund as appropriate.
- If the AI provider blocks generation for safety reasons and no usable movie can be produced, treat this the same way and contact us.
Quality and AI quirks
AI output is imperfect by nature. Cosmetic or subjective dissatisfaction — odd faces, strange details, a tone you did not expect — does not by itself guarantee a refund, which is why one optional re-cut is included where available. Your statutory rights as a consumer are unaffected by this policy.
How to ask
Email us with your order reference and a short description of what happened: [REQUIRED BEFORE LIVE — support email]
Approved refunds are returned to the original payment method through Stripe. Timing depends on your card issuer.