Legal

refunds

Last updated 28 October 2026

When you get a full refund

• you were charged twice or charged the wrong amount
• we don't deliver the work we agreed, and can't put it right within 7 business days

Changes instead of refunds

If you'd like something different, ask for the changes included with your work. We'd rather get the video right than refund it.

Preview offers

Sometimes we make a reel from an artist's public work, such as their Instagram, and send it to them as a watermarked preview, with a private page showing the price and options: that reel on its own, or a pack of 3 (that reel plus 2 more made from their work). If we've sent you a preview, this section is for you.

The reel you previewed. You see the whole finished video (with a watermark) before buying, and changes are included in the price. So once its full-quality files are delivered, we don't offer refunds for a change of mind. You get a full refund if we haven't delivered your files within 7 business days of payment, or if the delivered files don't match the preview you bought and we can't fix them within 7 business days. In a pack, that means the whole order is refunded.

Packs of 3. The first reel is the one you previewed, and the rules above apply to it. The other 2 reels are made after you pay, so:

• Until we start making them (we start once their styles and photos are confirmed, and message you when we do), you can cancel them. We refund the difference between the pack price and the single reel price, and you keep the first reel as a single purchase.
• Once we've started, there's no refund for a change of mind; each reel comes with its own round of changes. We'd rather get them right than refund them.
• If an extra reel isn't delivered within 10 business days of its styles and photos being confirmed, you get half of that difference back for it (your page shows the amount). If neither arrives, that's the whole difference.

How to ask

Message @mockmuse.studio on Instagram or email hello@mockmuse.com with your receipt. We reply within 2 business days. Approved refunds go back to your original payment method through Dodo Payments; banks usually take 5–10 business days to show them.