If we can’t deliver

If generation fails or exceeds our delivery deadline (at most 2 hours after the video job starts), the order enters the full-refund process. A refund request is not a completed refund: the order and email are updated after Stripe confirms success. Bank posting time can vary.

A failed generation returns one use to the same pack. It does not automatically refund the entire purchase. Unused uses do not expire. Cash refunds for unused or partly used packs require support review; an automated partial-refund flow is not available.

We check the file, sound, safety and a transcript before delivery. Missing an important name, substantially missing or repeated lyrics, no sound, a broken file or a clearly wrong face should be reported to support with the order number. Checks can miss issues; a paused quality check does not mean your video has been approved.

We review clear defects and arrange a correction or refund where appropriate. There is no promise of unlimited regenerations. A preference for a different voice, expression or visual style is different from a defective file; AI details and pronunciation vary. Contact us if you are unsure before buying.

We check the existing task instead of submitting another one. We stop waiting after the total delivery deadline and apply the same failure policy, even if the provider may finish later. A refunded task is not restarted.

Contact support@raploom.com with your order number. Do not send passwords, payment card details or access codes. Exact wording and pronunciation are not guaranteed; report missing sound, a broken file or other delivery issues for review.