Refund & Cancellation Policy

Because your film is bespoke — made to order from your own photographs, memories and stories — it cannot be resold or reused once work has begun. For that reason, whether a refund is possible depends on when you cancel.

If you cancel before we have started work on your film, we will refund your payment in full. To cancel, contact us as soon as possible with your order number.

Once we have begun creating your film, we have already committed time and work to it, so we may not be able to offer a full refund. Depending on how far production has progressed, we may offer a partial refund at our discretion, or none at all if the film is substantially complete. We will always be fair and tell you where things stand.

If your finished film contains an error on our part — for example a factual detail we got wrong despite correct information being supplied, or a technical problem with the film file — tell us and we will put it right. Putting things right is always our first step.

Every film includes one complimentary round of reasonable revisions after you receive your first completed film. This covers small changes such as correcting factual details, adjusting wording, replacing or removing particular photographs, and small changes to the sequencing. It does not include creating an entirely new film or completely rewriting your submitted story.

To request changes, simply reply to the email your film was delivered in.

Nothing in this policy removes or limits any consumer rights you have by law. If your film is faulty, not as described, or not delivered, you may be entitled to a repair, replacement or refund under consumer protection law, and this policy does not affect that.

Email hello@chaptersinmotion.com or use our contact page, quoting your order number if you have one. We’ll confirm what stage your order is at and what options are available.