Help, corrections and refunds
VanillaSky · KVK 42169492 · [email protected]
Email [email protected] with your video link and a short description of the problem. If payment is involved, include the receipt reference and checkout email. Never send card numbers, passwords or provider keys.
Video or facts incorrect
Tell us the scene number and the detail that needs correcting. The vehicle facts you confirmed are fixed once the video is being made. Contact us before paying again to fix a mistake. Do not post a video that misrepresents the vehicle.
Payment or access problem
If generation fails and the page offers a retry, you can retry without another payment. After two confirmed generation failures for the same card purchase, we automatically request a full refund; an accidental duplicate card payment is also refunded. Check the video page or Your videos for the status. A refund being processed or reviewed is not yet confirmed; bank processing can continue after confirmation. For a refund needing review, a balance-funded purchase or an unavailable paid video, email the receipt reference and original video link. Not happy with the video itself? Say so and you get your money back.
Use the original browser, or sign in with your checkout email and verify the emailed code, to manage your purchase. Receipt and video links do not sign you in; anyone with a shared video link can view it. Download your finished MP4 and save a copy.
Consumer right of withdrawal
Buying as a consumer? You can withdraw without giving a reason within 14 days after the day the contract is concluded, even if generation has started or you downloaded the video. Use the online function below or email [email protected]; the model form is optional. We refund the full amount paid without delay and within 14 days of receiving your declaration, with no deduction for work already performed. Your existing satisfaction guarantee and mandatory rights are unaffected.
Download the model withdrawal form (.txt)
Data and availability
Inactive unpaid drafts are normally removed after 14 days; paid projects and queued, running or unresolved jobs are excluded from that cleanup. Account and activity records are kept separately. For deletion, access or correction requests, contact the same address. We may need information to verify that the data or purchase is yours. GDPR rights requests receive a response without undue delay and generally within one month. A lawful extension of up to two additional months is explained within that first month. General support depends on availability; there is no live-chat or guaranteed support response time.