Short version: if we miss our 24-hour delivery window, the film is free. If you're unhappy with the cut, we keep revising until you're happy. Beyond that, we refund in the cases below.
The 24-hour guarantee
- The clock starts when you finish uploading photos and submit the chapter step.
- If the rendered film isn't delivered to your portal within 24 hours, we refund the full amount automatically and you keep the film once it's ready.
- The Rush add-on shortens the clock to 6 hours; the same 100% refund applies if we miss it.
Unlimited revisions
Tribute-tier orders include unlimited revisions for 7 days after delivery; Legacy-tier orders include priority revisions for 14 days. Essential-tier orders include one revision round. Reply to your delivery email or use the “Request a revision” link in your order portal.
Full refunds
We refund the full amount in these cases:
- We miss the delivery window.
- You cancel before uploading photos — contact us within 72 hours of purchase.
- We can't produce your film (technical issue, licensing conflict, or we just can't make it good enough) — we'll say so and refund.
Partial refunds
- If photos have been uploaded but rendering hasn't started, we refund 100% minus a $10 processing fee.
- After rendering has started we'll make it right through revisions rather than refund, unless something on our end is broken.
Non-refundable
- Orders where the film has been delivered and you've downloaded it, unless revisions can't resolve the problem.
- Chargebacks filed without contacting us first. Email us and we'll work it out — it's faster than your bank.
How to request a refund
Email hello@gradfilm.com with your order number (or the email you used at checkout). We'll confirm within 24 hours and process the refund to the original card within 5–10 business days, depending on your bank.
Contact
Questions: hello@gradfilm.com.