Refund policy

Confirmed generation failures

If generation is confirmed to have failed, we request a full refund of that order's payment. The order shows “Refund in progress” until Stripe confirms completion. Your bank may need additional time to show the refund. If a refund fails or needs assistance, contact support with your order number.

Uncertain submissions

If we cannot confirm whether the generation provider accepted a request, we hold the order for review. We do not automatically purchase a second attempt or describe an uncertain request as refunded.

Completed videos

AI results can vary in face consistency, movement and scene details. If you are unhappy with a completed video, email support@burningbridges.cc within 7 days of completion. Include your order number and the problem. We review requests individually; we do not promise unconditional satisfaction refunds. Applicable consumer rights are not excluded by this policy.

Contact safely

Keep your private order link and download the video within 7 days. Do not send card details or post private links publicly. A support request does not itself confirm a refund or extend file retention. Support can arrange a secure way to establish order ownership if needed.