Support

Refunds & returns

Personalized videos are custom work. A delivered video is not returnable. You do get your money back if talent declines, the SLA expires, or Kumir cancels before fulfillment. Web and Android: refund to the original payment method. iOS: Kumir credit, because app-store rules prevent card refunds in many cases. Still stuck? Contact Kumir or read help.

SLA

7-day SLA if talent cannot fulfill
If talent declines or the 7-day window expires, the order refunds automatically.
24-hour and Instant rush windows
A missed rush window refunds the extra fee or the whole order.

Channel

iOS credit versus card refunds
iOS: Kumir credit. Web and Android: refund to the original payment method.

After delivery

Delivered Kumirs are not returnable
A personalized video is custom work. Once it is delivered, it is not returnable or refundable.
One free remake after a low rating
A 1–3★ review can request one free remake. The original video stays yours until the remake lands.
Kumir Direct after payment
Direct messages are non-refundable after payment unless there is fraud or an Acceptable Use violation.

Merch & credit

Gift cards and wallet credit
Gift cards and wallet credit are USD, non-refundable, and non-transferable after redeem.
Merch refunds before payout unlock
Merch can be refunded to card or credit before talent payout unlocks (+30d).

Support

Chargebacks claw unpaid earnings
A recorded chargeback reverses unpaid talent earnings and shows on the wallet.
Complimentary delivery after expire
Support may expire, refund, or credit. Complimentary delivery has no payout.