Refunds

Last updated: September 4, 2026

Our guarantee

If the video isn't what you hoped for, email administrador@levelupagencies.com within 14 days of receiving it and we'll refund the full amount. You don't have to explain why.

Refunds go back to the same card you paid with and usually take 3 to 10 business days to show up, depending on your bank.

Try this before asking for a refund

Most of the time the problem is the photo we started from. Tell us and we'll remake the video for free with a different photo or different settings. It usually comes out better, and you keep both versions.

Why we start making it right away

This is a custom digital item: the video doesn't exist until you order it, and it's made with your pet's photo and the name you chose. We start producing the moment your payment goes through, because the whole point is that it arrives the same day.

That's what the checkbox at checkout is about. It isn't there to take anything away from you — the guarantee above still stands, and it's ours, not something a law forces on us. We'd rather have a happy customer than argue over $24.99.

When we don't refund

• If the video came out fine and you simply changed your mind after sharing it around. We use common sense here, not fine print.
• If the photo you uploaded broke our terms. In that case we cancel the order and refund you before producing anything.

How to ask

One email to administrador@levelupagencies.com with your order number and the word "refund". That's it.