Fluff Alive / Refunds
If the magic misses.
Fluff Alive is operated by Mokuzai Ltd. (company number 12512653), 2 East Road, Kingston, KT2 6EL, UK.
Our promise
Fluff Alive provides a personalised digital video service. If we cannot generate and deliver your video because of a technical or service failure, we will issue a full refund to the original payment method.
Change-of-mind refunds
Once generation has started, payments are generally non-refundable if you simply change your mind, except where a refund is required by applicable consumer law. At checkout, you can request that the digital service starts promptly after payment.
Other payment problems
Duplicate payments and other payment errors will be reviewed and refunded where appropriate. If your video is missing, materially different from what you ordered, or affected by a technical problem, contact us promptly so we can investigate.