1 Overview
PixiGram Studio LLC (“PixiGram Studio,” “we,” “us,” or “our”) creates personalized songs and cinematic music videos built from your story, names, and photos. Because each project is unique and made-to-order, our ability to provide refunds is limited once production has begun.
This policy works together with our Terms of Service and Privacy Policy.
2 Revision Policy
Every PixiGram order includes one minor revision after delivery. A minor revision covers small adjustments such as:
- Correcting a name spelling or date,
- Adjusting a few words in a line for clarity or accuracy,
- Tweaking timing of a lyric line or visual moment,
- Small text or overlay corrections in the video.
Major changes are not covered by the included revision. These include:
- Rewriting entire verses or the main hook,
- Changing the overall theme or emotional direction of the song,
- Switching musical genres after the song is produced,
- Restructuring the video storyline or replacing most of the visuals,
- Providing entirely new story details after the first version is delivered.
Major changes usually require a new order or a custom upgrade quote, depending on the scope.
Tip: The more clear and detailed your initial story form is, the less likely you’ll need anything beyond the included minor revision.
3 Refund Policy
Because our work is 100% custom, refunds are limited:
-
Before production starts:
If you contact us before we begin writing, composing, or designing, we may be able to cancel and issue a refund. -
After production starts:
Once we’ve started writing, composing, or building visuals, the project becomes non-refundable, even if you decide not to use the final product. -
After delivery:
No refunds are provided after a completed project has been delivered. Your included minor revision is the way we polish and fine-tune your piece.
If there is a clear technical problem on our side (for example, you received the wrong file or a corrupted file), we will fix the issue and re-deliver your project at no charge.
4 Cancellations & Timelines
Estimated delivery times (for example, 3–5 days) are good-faith estimates. We do our best to hit or beat those windows, but timelines may be affected by:
- Missing or incomplete story details,
- Slow responses to clarification questions,
- Very complex or long stories,
- High-volume seasons (holidays, peak weekends, etc.).
If we foresee a delay, we will do our best to let you know and provide an updated estimate. If a significant delay occurs before we have started and you no longer need the project (for example, your event has passed), we may offer options such as:
- Rescheduling the project for a new date, or
- Canceling if no work has begun.
5 Rush & Urgent Orders
Some packages include or offer rush upgrades (such as 24-hour or 12-hour delivery), subject to availability. Rush orders:
- Are prioritized in our production queue,
- May require quicker responses from you for clarifications,
- Remain non-refundable once work has begun.
If your event date is very close, please mention it clearly in your order form and, if needed, in a message through our Contact & Support page.
6 Delivery Issues & Technical Problems
If you don’t see your project in your inbox within the expected timeframe:
- Check your spam or promotions folders,
- Ensure your mailbox is not full or blocking attachments,
- Verify that you’re checking the same email used during checkout.
If you still can’t find it, contact us at hello@pixigramstudio.com and we will resend the files or provide a fresh download link.
We aim to keep project files for at least 30 days, but long-term backup is not guaranteed. It’s best to download and store your files as soon as you receive them.
7 Etsy & Third-Party Platform Orders
If you place your order through Etsy or another marketplace, their platform rules and payment systems apply in addition to PixiGram’s policies.
- All communication about that order may need to stay inside the platform’s messaging system.
- Refunds or changes may be limited by the marketplace’s own policies.
- We still follow the same approach to revisions: one minor revision is included.
8 Chargebacks & Disputes
If there’s ever an issue with your order, we strongly encourage you to contact us first so we can work on a solution — whether that’s a revision, a redelivery, or a timeline adjustment.
Filing a chargeback without giving us a chance to resolve the issue can slow everything down for both sides. We keep project notes, timestamps, and proof of delivery to respond to disputes when necessary.
9 How to Request a Revision or Ask About a Refund
To request your included revision or to talk about a possible cancellation, please:
- Use our Contact & Support page, or
- Email us at hello@pixigramstudio.com.
Include the following:
- Your order ID (PixiGram or Etsy),
- The email you used at checkout,
- A clear, bullet-point list of what you’d like changed or what happened.
We typically reply within 24 hours and will walk you through the next steps.
10 Changes to This Policy
As PixiGram Studio grows and improves, we may update this Refund & Revision Policy. When we do, we’ll update the “Last updated” date at the top of this page. Continued use of our services after changes means you accept the updated policy.
11 Questions
This Refund & Revision Policy is provided by PixiGram Studio LLC.
If anything here feels unclear or you’re not sure how it applies to your situation,
please reach out:
📧 hello@pixigramstudio.com
We’re real humans on the other side, and we truly want your gift to feel magical, special, and stress-free. 💜
