Refund policy
Last updated 6 Nov 2026.
Our promise
Don't like a finished ad? We remake it free, or refund that ad.
It covers every finished video on every plan, including the Ad Pack and any bonus videos. Open the video in your business account and ask for a remake with a note on what to change, or ask for a refund of that ad. You can also email us. Please tell us within 14 days of delivery.
A refund for one ad is that ad's share of what you paid: your plan's price divided by its videos (for example $39.40 for an ad from the $197 Ad Pack).
Before production starts
You approve every script before anything is filmed. If we can't get the scripts right, or you change your mind before we start making your videos, you get a full refund. This applies to the Ad Pack and to each month's charge on a monthly plan.
Unused videos
A monthly plan's videos refresh at the start of each month. Videos you don't use in a month don't carry over, and they aren't refunded. There are no credits to expire on you, and the Ad Pack's videos don't expire.
Canceling a monthly plan
Canceling stops future charges. Your plan keeps running until the end of the period you've paid for, so that month isn't refunded. Every video you've had is yours to keep.
The $1 full sample
The $1 is taken off your first order (Ad Pack, Single Ad or any plan) automatically: Stripe shows it before you pay, or, if you order another way, we refund the $1 on that order straight away. It's a one-off payment and nothing renews. If the sample comes out with a fault, we remake it free or refund the $1.
Picture Day Plus
If a design doesn't look like the player, tell us and we redo it free. Canceling a monthly plan stops future charges, and the plan runs to the end of the period you've paid for.
How to ask
Use the video in your business account, or email hello@modelcitizensstudio.com with your account email and the video. Refunds go back to your original payment method through Stripe, usually within 5 to 10 working days.
Your consumer rights
This policy doesn't take away your rights under the Australian Consumer Law, or the law where you are.