What we check before you see it
- Identity: whether the face still looks like the person in the photograph.
- Eyes and mouth: unnatural movement, extra teeth, or eyes that drift.
- Hands: distorted fingers or impossible positions.
- Gestures: movement that is distracting or out of place.
- The file itself: silent, and the length you paid for.
If the first generated result is unsuitable, the included retry is used before the film reaches you.
Which problems can be helped
| Problem | What usually happens |
|---|---|
| The face drifts, or eyes and hands look wrong | Caught in review where possible, and the retry is used. |
| A specific gesture, such as a wave, did not happen | Gestures are not guaranteed; the movement depends on the photo. |
| The source photo is too soft or small | A retry cannot add missing detail. If no acceptable film is possible, that film’s value is refunded. |
| You hoped for color or repairs | Restoration and colorization are outside the order. |
| It was delivered, but it does not feel right to you | Request a refund on your order page within 14 days of delivery. |
What to do after delivery
- Watch the whole film on a larger screen, next to the original photograph.
- Note exactly what feels wrong, for example the smile, the eyes, or a hand.
- If you are unhappy, open your private order page and request a refund within 14 days of delivery.
- You can also email us to describe the problem. Bank processing times for refunds vary.
What a retry cannot change
A retry generates the film again from the same photograph. It cannot add detail the photo does not contain, guarantee a particular gesture, guarantee a perfect likeness, or add sound or speech. When the source is the limit, a different photograph is often the better answer. Our terms set out the retry and refund rules in full.
If the film came from a pack credit
A failed film from a pack is refunded at its share of the pack price without affecting your other films. The US$25 pack allocates US$8.34, US$8.33, and US$8.33 to its three credits. Unused credits can be refunded on request.
Need help choosing? Contact us before ordering.