Refund Policy

Immediate start & partial refund based on progress

As soon as your order is confirmed, Film Personnalisé begins production of your Service. Depending on the options selected, this includes in particular:

• the generation of characters in the selected style (Pixar, Claymation, Lego-like, Simpson) based on your photos,
• the writing of the storyline or script,
• the creation of animated shots (4 videos of 3 to 6 seconds per scene),
• the personalized music composition (if the personalized song option is selected).

In the event of cancellation before full delivery:

• If the characters have already been generated, their cost is due and will be deducted from the refund.
• If the storyline or lyrics have already been written, their cost is due and will be deducted from the refund.
• If the personalized music composition has already been produced, its cost is due and non-refundable.

In this case, the Customer receives a partial refund, corresponding only to the elements that have not yet been completed at the time of the request.

From the moment the Service (film, song, audiovisual material) has been delivered to the Customer, the Customer may under no circumstances request a refund for all or part of the service.

Delivery delay

If the Service has not been delivered within the expected timeframe (3 business days as standard, 24 hours with the Express option) and the Customer has complied with all conditions for providing the necessary information for the order, the Customer may request:

• a credit note valid for a future order,
• or, in the event of a significant delay, a refund in accordance with Article L216-2 of the French Consumer Code, after a formal notice has remained without effect.

Any complaint must be sent by email to contact@film-personnalise.com.

Order issue / non-compliance

In the event of non-compliance of the delivered Service with the order placed, the Customer must notify Film Personnalisé within 7 days of receiving the film.

After verification:

• if the non-compliance results from an error by Film Personnalisé, a free correction will be made,
• if bringing the Service into compliance is technically impossible, a credit note or a refund may be offered.

The Customer also benefits from one (1) free revision included to adjust details of the film (expressions, atmosphere, music, text, etc.).

Order cancellation — Right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, since the Services offered by Film Personnalisé are personalized digital content produced according to the Customer’s instructions, the Customer expressly waives their right of withdrawal once production has begun.

However, the Customer has a statutory period of 14 days from the order date to withdraw, only if the Service has not yet been delivered. If production has already begun, a partial refund will be applied under the conditions above:

• generated characters: cost due and non-refundable,
• storyline / lyrics already written: cost due and non-refundable,
• personalized music composition already produced: cost due and non-refundable,
• the remaining part of the order not yet produced may be refunded.

The refund will be made within 14 days after receipt of the withdrawal request, using the payment method used for the order.

Digital files and revisions

In accordance with Article L221-28 of the French Consumer Code, digital files (MP4, MP3, PDF) are non-refundable once they have been downloaded or made accessible via the delivery link.

Film Personnalisé nevertheless offers one free revision included in the event of dissatisfaction, within 7 days following delivery.

Additional options

• Card with QR code (€5): refundable only if the card has not yet been printed and shipped.
• YouTube upload (€15): refundable only if the upload has not yet been completed.
• Express 24h delivery (€39): non-refundable once production has been launched in priority mode.

Contact

For any refund request or complaint: contact@film-personnalise.com