Refund Policy

Version: October 4, 2026

Our image and video orders are custom digital production services using AI and human review. Product videos include human editing. This policy is part of the scope you accept before payment; mandatory rights under applicable law remain available.

1. Before production starts

You may cancel for a full refund before production starts. Payment, uploading or joining a queue alone does not count as production. We record production start separately from payment and material acceptance. Send your cancellation request to hi@whitestudio.art with the order reference.

2. The 24-hour image commitment

Lite and Standard packs are delivered within 24 consecutive hours after payment confirmation for an order with complete, validated product photos. If we miss that deadline and your order is still undelivered, you can choose an agreed extension or cancel for a full refund. A delay caused by a requested change or missing customer materials is handled by an agreed new schedule.

3. After production starts

A change of mind after custom work has started is generally not refundable. That restriction does not apply to the deadline remedy above or to work that is materially defective, undelivered, or outside the accepted scope. An unused portion of a separately agreed project may be refundable where the applicable agreement or law requires it.

4. Missing files, defects and scope

Tell us promptly if files are corrupt, missing, the wrong length or format, or materially inconsistent with your supplied references or accepted brief. We will investigate and offer a correction or replacement. If we cannot remedy the failure within an agreed reasonable period, we will refund the affected service or provide the remedy required by applicable law.

AI variations and differences in subjective taste do not automatically establish a defect. They do not excuse a failure to deliver the agreed image count, video specification or material product details.

5. Video revisions

Product video includes human editing within the selected specification. Assembly includes one revision; advertising includes three consolidated revision rounds. Corrections to our technical or scope errors are separate from requests to change the product, script or direction. We agree additional scope before charging for it.

6. Refund processing

Approved refunds are returned through the original payment method. Payment-provider and bank processing times vary. We will confirm the amount and submission of the refund by email. Suspected fraud can be investigated but does not override mandatory legal remedies.