Refund and Delivery Policy

Effective November 2, 2026. How our 24-hour guarantee and refunds work.

Delivered in 24 hours or it's free. If we miss your deadline, you get a full refund and we still complete your order.

When the 24 hours start

The clock starts when we have received every required piece of information and footage we can use, and we have emailed you to confirm. That email states your exact deadline. If anything is missing or unusable (for example a footage link we cannot open, or timestamps that do not match the video), we will tell you what we need, and the clock starts once we have it.

If we are late

If we do not deliver your video by the stated deadline, email 24hourhighlightssupport@gmail.com within 14 days of the deadline. We will refund the full price you paid to your original payment method and still finish and deliver your order at no charge. Refunds usually appear within 5 to 10 business days, depending on your bank.

What can pause or restart the clock

Missing, inaccurate, unusable or inaccessible footage or information.
Changes to your order after the clock has started.
Delays in replying to our questions.
Events outside our control, such as outages of internet, hosting, email, payment or footage platforms.

When this happens we will tell you the new deadline in writing.

Other refunds

Before we start work: you can cancel for a full refund at any time before we have begun editing your order.
After delivery: because every video is custom-made for you, delivered orders are not refundable, except as stated above for late delivery. We will fix problems through the revision round described in our Terms.
If we cannot make your video: if your footage turns out to be unusable and we cannot get usable footage from you, we will refund you in full.
Duplicate or mistaken charges: we will refund them in full.

Revisions

One round of reasonable revisions is included if you request it within 7 days of delivery. Tell us exactly what to change in a single reply so we can turn it around quickly.

How delivery works

We deliver by email with a private link to watch and download your video. Please download it promptly. We delete stored footage and finished videos 7 days after delivery.

Chargebacks

Please contact us before disputing a charge with your bank. We respond fast, and a direct refund is quicker than a dispute. We keep records of your order and delivery confirmation and may provide them in response to a dispute.

Questions or refund requests: 24hourhighlightssupport@gmail.com.