Refund policy

To cancel and request a refund, email hello@filmbyus.com from the address on your account, or use the ‘Refund this pass’ button on your pass page. Your eligibility is set by the moment we receive your request, not when we reply.

You don’t need to give a reason. If a pass was bought as a gift and hasn’t been redeemed yet, the person who bought it can cancel it; once it’s redeemed, the couple cancels it.

You can get a full refund of everything you paid, no questions asked, at any time before your event has been used. Your event counts as ‘used’ at the earliest of these:

• Your guests (or you) have uploaded more than 500 MB of photos and video to the event; or

• You’ve started a film edit (created or rendered a version); or

• We’ve delivered a finished film to you.

Guest uploads count towards the 500 MB — you don’t have to upload anything yourself for the threshold to be reached. You can see the amount uploaded on your pass page at any time, and you can ask us to close your capture link to stop the counter.

Once any of the above has happened, the pass is non-refundable, except where we fail to provide a paid part of the service, or where a refund is required by law (including the Consumer Guarantees Act 1993). At that point the service has done its job — your guests’ footage has been collected, stored and hosted for your storage window, and your film has been (or is being) made.

The 500 MB counts what was uploaded, not what is still stored — deleting footage frees up gallery space but doesn’t reopen a refund window that has already closed.

These thresholds measure how much of the service you’ve used — they’re never a reason for us to refuse to fix a genuine problem. If a material part of the service fails because of something within our control, contact us and we’ll fix it, re-do the affected work, extend your service period, or provide a partial or full refund where a fix isn’t reasonably possible.

If we ever discontinue the service during your storage window, we’ll tell you, give you a fair chance to download everything, and refund the part of the price covering the unused months.

A full refund ends access to the event. Seven days later, the content is removed from active systems and scheduled for deletion. Refunds are returned to your original payment method; your bank or card provider may take a few business days to show it.

Goodwill: even when a pass is technically non-refundable, we can choose to refund it — just ask, and we’ll do what’s fair.

This policy is in addition to your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. If the service fails to meet a consumer guarantee, you may be entitled to a remedy regardless of the thresholds above.