Refund Policy
1. When You Get a Full Refund
- The reel fails to generate due to a technical error on our end.
- We reject your reel during our internal quality review (e.g., visual artifacts, lip-sync failure, audio defects).
- We decline your topic for content-policy reasons (see our Terms of Service).
- The reel is not delivered to your account within 48 hours of your order.
In all of these cases, the refund is automatic. You will receive a confirmation email and the funds will be returned to your original payment method within 5–7 business days, depending on your bank.
2. When Refunds Are Not Issued
- The reel was delivered, met our quality bar, and matched the topic you submitted.
- You changed your mind after the reel was generated and delivered.
- You used the reel and later decided you no longer wanted it.
- You requested a topic that violates our acceptable use policy after we already declined it (no double-charging — declined orders are refunded fully the first time).
Because each reel costs us real compute and AI inference, we cannot offer refunds on delivered work that meets the agreed specification. We make this trade-off explicit so you know what you’re buying.
3. How to Request a Refund
Most refunds happen automatically. If you believe you are owed a refund and have not received it, email support@igloo.video with your order ID and a brief description. We respond within one business day.
4. Chargebacks
If you have a problem with an order, please contact us first — we almost always resolve refunds faster than a bank chargeback. Filing a chargeback without first contacting us may result in account suspension.
5. Beta-Period Note
Igloo is in early beta. We hold every reel to a high quality bar before delivery, but if anything ever feels off about your order, write to us and we will make it right.
6. Contact
Refund questions: support@igloo.video.