Legal
Refund Policy
Last updated: 11 June 2026
This Refund Policy applies to purchases from ToyVid, operated by Digital Utils Ltd (company number 17274108). It forms part of our Terms of Service.
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1Made-to-order digital content
Each video is a bespoke digital product, generated specifically for you at the moment you order it. Because of this, the usual 14-day "change of mind" cancellation right for online purchases does not apply once generation has begun.
2Your consent to immediate generation
When you pay and your video is generated, you are asking us to begin providing the digital content immediately. By proceeding to payment you agree to this, and you acknowledge that you lose the right to cancel once generation has started, because the content is made to your specification. This does not affect your legal rights if something goes wrong (see below).
3If something goes wrong
We want you to be happy with your gift. If your video fails to generate, or arrives with a genuine fault (for example it is corrupted, has no sound, or clearly does not show your toy), contact us and we will re-generate it or give you a refund. This reflects your statutory rights to content that is as described and of satisfactory quality.
4Unused credits
If you bought a multi-credit pack and have credits you have not yet used, you can request a refund of those unused credits within 14 days of purchase by contacting us. Credits that have already been used to generate a video are non-refundable, except where section 3 applies.
5How to request a refund
Email [email protected] with the email address you used at checkout and a brief description of the problem. We aim to respond promptly and to process approved refunds to your original payment method.
6Your statutory rights
Nothing in this policy affects your rights under consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where they apply to you.
7Customers outside the UK
We sell ToyVid to customers in other countries, including the United States and the EU. Consumer-protection and cancellation rules differ from place to place, and where your local law gives you mandatory rights, those continue to apply. Regardless of where you are, our commitment in section 3 stands: if your video fails to generate or arrives with a genuine fault, we will re-generate it or refund you.
8Contact
Questions about refunds can be sent to [email protected].