Refund Policy

Last Updated: December 1, 2025

All purchases from Santa’s Video Wonder are for custom, personalized digital products. Because each video and each Santa call experience is created specifically for your child, all sales are final except in the case of a clear technical failure on our part.

Please read this policy carefully before ordering.

1. All Sales Are Final

Once your order is submitted and processing has begun, it cannot be canceled, changed, or refunded.

This includes:

• Incorrect spellings or typos
• Wrong ages, names, or preferences
• Changes of mind
• No longer needing the video
• Child not being available for the Santa call
• Entering information inaccurately

It is your responsibility to ensure all details entered on the order form are correct.

2. Refunds Only for Verified Technical Errors

A refund will only be issued if:

• The video fails to render
• Audio or visuals are corrupted
• The system is unable to complete your Santa call
• A major system malfunction occurs on our side

We will always attempt to repair or remake the product first. If the issue cannot be corrected, a refund will be processed.

Minor AI variations, accents, or natural artifacts do NOT qualify for a refund.

3. No Refunds for Customer-Provided Errors

Refunds will NOT be provided for:

• Misspelled names or incorrect pronunciation
• Wrong child information entered
• Incorrect email entry resulting in non-delivery
• Uploading unsuitable or low-quality photos
• Entering prohibited or inappropriate content
• Failure to supervise a child during a call
• Failure to download your video before its expiration

These issues are outside our control.

4. Delivery Time Policy

Normal delivery is much faster, but during peak holiday periods video delivery can take 24–48 hours. This timeline is an estimate, not a guarantee. Delayed delivery does not qualify for a refund.

5. Santa Call Refund Policy

Customers initiate the call to Santa. Because the service is available immediately upon purchase, the following do not qualify for refunds:

• No-show
• Child not available
• Wrong phone number inputs
• Failed connection due to customer device or carrier

If our system fails to connect, we will attempt reconnection or credit you for another attempt.

6. Chargebacks

Filing an invalid chargeback for a properly delivered digital product is considered fraud. We submit the following evidence to Stripe/PayPal when contesting chargebacks:

• IP address
• Server logs
• AI generation logs
• Delivery timestamps
• Customer-entered data
• Order form metadata
• Email delivery verification

We ALWAYS dispute fraudulent chargebacks.

7. How to Request Support

If you believe a technical error occurred, contact us at: support@santasvideowonder.com

Please include:

• Order number
• Email used at checkout
• A brief description of the issue

We will review and respond promptly.