Refund policy

Before animation begins: 100% refund. You can cancel your order at any time before we start animating and receive a full refund, no questions asked. This covers the entire brief stage, while you are reading, changing and confirming your written brief.

Once animation has started: no refunds. Animation begins the moment you confirm your brief. From that point your film is a custom piece of work made only for you and cannot be resold or reused, so we are unable to issue refunds. You still receive every revision included in your order, and we keep working with you until the film matches your confirmed brief.

How to cancel

Email support@theourstorystudio.com with your order number. If we have not yet started animating, your refund is processed to your original payment method within 5 to 10 business days.

Questions

Not sure where your order is in the process? Email us and we will tell you straight away.