Cancellation & Refund Policy

1. You see the product before you pay

Every template can be personalised for free. Before any payment, you can render a free watermarked preview of your own invitation — your names, your dates, your venues, your chosen music and (if you added them) your AI caricature and voiceover. What you buy is that same video without the watermark, in full HD.

Because you have already seen the finished product, the paid download is treated as a digital good delivered instantly on payment, and is not cancellable once the HD render has been delivered — except in the cases below.

2. When we do refund

• Rendering failed. If your HD video cannot be produced after our automatic retries, we refund the full amount.
• The video was never delivered. If you were charged but no delivery link ever became available on your order, we refund in full.
• Duplicate or accidental double payment. If the same order was paid twice, or you were charged twice for one attempt, we refund the extra payment in full.
• You were charged but the order did not complete. If money left your account and Razorpay reports no successful payment against the order, the amount is refunded (bank-side reversals can take a few days on their own).
• We took the video down through no fault of yours — for example a template we had to withdraw for licensing reasons.

3. Typos and wrong details — free re-edits instead of a refund

We render exactly what you type. If a name is misspelt, a date is wrong or a venue changed, you do not need a refund — you get a 7-day free self-serve re-edit window from the date of purchase. Open your order from My orders, fix the fields and re-render at no cost. Corrected videos arrive on the same delivery link.

If your event details change after the 7 days, write to us — we will try to help, though a re-render outside the window may be chargeable.

4. When we do not refund

• Change of mind after the HD download. The video was correctly produced and delivered, and you had a free watermarked preview of it beforehand.
• You chose a different template than you meant to after the HD render was delivered — the preview showed the template you selected.
• Dissatisfaction with AI likeness or voice pronunciation where the same output was visible in your free preview. Caricatures can be regenerated and AI extras can be removed before you pay.
• Details you entered incorrectly, which the free re-edit window covers.
• Orders removed for policy violations — non-consensual use of someone's likeness, impersonation, obscene content or other breaches of our Terms.
• Free (₹0) orders, where nothing was paid.

5. How to request a refund

Email utsavinvite@turtletechsai.com from any address, and include:

• your Order ID (shown on My orders);
• the mobile number you verified for the order;
• the Razorpay payment ID if you have it, and a short description of what went wrong.

You can also reach us on +91 78418 53298 during Monday–Saturday, 10:00–18:00 IST. We acknowledge refund requests within 3 business days.

6. How long refunds take

Approved refunds are initiated through Razorpay to the original payment method — the same card, UPI ID, wallet or bank account you paid from. We cannot refund to a different instrument. Money typically reaches you in 5–7 business days from approval, depending on your bank or card issuer; UPI is usually faster. We will send you the Razorpay refund reference so you can trace it with your bank.

7. Please talk to us before raising a chargeback

If something has gone wrong, contact us first — most issues are a failed render or a typo, and both are fixed within minutes at no cost. A chargeback raised with your bank takes weeks to resolve and freezes our ability to help you in the meantime. We respond to every refund request, and we will tell you plainly if a case falls outside this policy and why.