Refunds and cancellations

Refund Policy

This policy explains when you can cancel an order and how refunds work for custom story videos.

Last updated: 28 April 2026.

Before production starts

If production has not started, you can cancel your order and receive a full refund by contacting care@storyafter.co.uk.

When production starts

Production starts when, after payment, you provide a photo, audio recording, or both. By sending those materials after payment, you ask us to begin custom production for your video.

After production starts

Once production has started, refunds are not available for change of mind. Each video is custom-made, and AI image, voice, and video generation work begins from the materials you provide.

Your statutory rights

This policy does not affect your statutory rights. If the service is faulty, not as described, or not provided with reasonable care and skill, contact us and we will review the issue.

Bespoke Story Video payments

The £499 Bespoke Story Video checkout payment is a part payment. It is refundable before production starts. After payment, we will contact you to understand your needs and issue an invoice for the remaining amount. Full payment must be made before the final work is delivered.

Revisions

Basic Story Video does not include a revision unless we agree otherwise in writing. Signature Story Video includes one revision. Bespoke Story Video revisions are agreed as part of the bespoke scope. Additional changes, new source material, or a different video may require a separate quote.

Unsuitable materials

If a photo is unsuitable, such as a group shot, we may use AI to create a solo image for the video. If materials are unusable, we will contact you to request alternatives. If the order cannot proceed, we will explain the available options.

How to request help

Email care@storyafter.co.uk with your order reference and the issue you would like reviewed.