Refund Policy
Clear next steps if your paid video order has a problem.
Effective November 5, 2026When a generation fails
If payment succeeds but our service cannot deliver a usable video because generation fails, contact support@58thfloorai.studio with your order ID. We will verify the order and arrange a full refund through the payment provider if we cannot resolve the failure. A pending result is not a completed delivery.
Other requests
If you receive a video but believe it is materially defective or different from the description, contact us with the order ID and a brief explanation. We review these requests individually and may offer a replacement or a full or partial refund where appropriate. Normal AI variation, including imperfect likeness, clothing, audio, or lip sync, does not by itself guarantee a refund; these limits are described before purchase. Your mandatory consumer rights remain unaffected.
How refunds are paid
Waffo.com Limited is the merchant of record for orders processed through Waffo checkout. Approved refunds are sent through the original payment method, subject to the payment provider and your bank. The time for funds to appear depends on the payment method. Please do not email card details. For the purchase price and delivery description, see Pricing.
What to include
Send your order ID, the email used at checkout, and what went wrong to support@58thfloorai.studio. You can also use Waffo’s buyer support channel for payment or refund questions.