Cancellation & refund policy

Last updated 19 September 2026

Production work is bespoke: once we start building your card, that time is spent and cannot be resold. So this policy is drawn around when work begins, not around a fixed number of days. It is deliberately generous before production and deliberately firm after it.

Before production begins

Full refund, no questions. If you have paid but we have not yet started — typically any time before we send your first script draft — write to us and we refund the whole amount.

After production begins

Once a script draft has been sent, the order is 50% refundable up to the point of first video delivery. After the video has been delivered, the order is not refundable, because you have received the thing you bought.

Revisions are not refunds. Every Card includes one round of revision on the script and one on the finished Card. If the result is not right, we would much rather fix it — ask, and we will.

If we are at fault

Full refund, at your option, if we miss a delivery timeline for a reason that is ours, or if we deliver something that does not match the brief you approved and cannot put it right within one revision round. You may take the refund or a free additional card instead.

Quoted work — deposits and milestones

Anything beyond a single card is quoted for the specific job. Quotes state the scope, the deliverables, the schedule and the price before you pay anything, and nothing starts until you accept in writing.

• A quote may ask for a deposit before production. Where it does, the quote says how much and when it stops being refundable — normally when we send the first script draft, the same line the rest of this policy uses.
• Research, scoping and estimating are free and carry no obligation. You can walk away from a quote at no cost.
• If a job is delivered in stages, each stage is invoiced on delivery of that stage, and you may stop after any completed stage. You pay for what has been delivered, nothing further.

Ongoing engagements

If we agree to ongoing work — a set number of cards each month, or a retainer — you can end it any time by emailing help@weyoui.ai. One line is enough: no retention call, no form.

• Ending it takes effect at the end of the cycle you have already paid for.
• You keep everything already delivered, and everything still owed for that cycle.
• We do not pro-rate part-months, and we do not bill you again after you cancel.
• If a cycle is ever collected by automatic debit, your bank sends you a notice at least 24 hours before each charge, and you can pause or cancel the mandate yourself in your own bank or UPI app — you do not need our permission, and you do not have to wait for us to act on an email.

How to request a refund

Email help@weyoui.ai with the payment reference from your receipt. No form to fill in.

• We acknowledge within 1 working day and decide within 3 working days.
• Approved refunds are issued to the original payment method — we cannot send a refund anywhere else.
• Money typically reaches you in 5–7 working days once issued, depending on your bank or card issuer. That part is not in our hands.

Chargebacks

If something has gone wrong, please write to us first — a refund is faster than a chargeback and we would rather fix the problem than argue about it. We contest chargebacks only where work was delivered and accepted.