Refund Policy

Full refund

If we decline your order (for example because it breaks our content rules or we can't make it).

If we have not delivered your video within 24 hours of payment and you ask for a refund before it arrives.

If you were charged twice or charged the wrong amount.

Video not as described

If the video has a technical fault (for example it won't play, has the wrong format or length) or clearly doesn't match your description, reply to the delivery email within 14 days. We will remake it once, and if we still can't get it right, refund you in full.

Differences that come from creative interpretation, or from details your description didn't specify, are not faults.

Change of mind

Because each video is made for you starting right after payment, and you agree to that at checkout, we can't offer refunds for a change of mind once production has begun. If you write to us before we've started, we'll cancel and refund you.

How to ask

Email manuel@loykey.com or reply to your order email with your order email address. Refunds go back to the original payment method, usually within 5 to 10 business days.