Refund Policy

Last updated November 8, 2026. Memory Reel Maker is run by Papa Bear Games LLC, an Indiana limited liability company ("we", "us").

Payments and refunds are handled by our reseller, Paddle.com. Refunds go back to the original card, include any sales tax, and usually appear in 5 to 10 business days.

To ask for a refund, use the Request a refund link on your video page (the link in your order email), or contact us.

Automatic full refunds

If we cannot make your video after several tries, you get a full refund automatically.
If your video is not delivered within 24 hours of payment, you can ask for a full refund.

Before your video is made

You can cancel for a full refund until your video starts being made.

Not happy with your video?

You watch a preview of your video first. Your download unlocks when you press I'm happy, give me my video, or by itself 14 days after delivery.
Something not right? Use your free redo first: change photos, order, words or theme from your video page.
If you are still unhappy after the redo, ask for a refund within 14 days of delivery. If you haven't unlocked your download yet, your first refund request for an order of $25 or less is refunded in full right away. Other requests are reviewed by a person, usually within 2 business days, who may give a full refund, a partial refund, or explain why we can't refund.

Fair use

One refund per email address. Later requests are reviewed by a person.
Once your download is unlocked (you said you're happy), a refund request is always reviewed by a person.
When an order is refunded in full, the video link stops working and your photos, song and video are deleted. A partial refund lets you keep your video.
Requests more than 14 days after delivery can't be refunded.

Chargebacks

Please contact us before disputing a charge with your bank; we can usually fix the problem or refund faster.

Contact

Questions: support@memoryreelmaker.com.