We want your personalized video to match the details you ordered. For cancellations, delivery problems or corrections, email support@pluscup.com with your order number.
Cancel or change an order
Contact us as soon as possible. We will check whether production has started and explain the available options. Requests received after production begins may be harder to accommodate.
Errors or problems with your video
If the video contains an error in the personalization we received, does not match the purchased description, or cannot be opened, tell us what is wrong. We will review the order and arrange an appropriate correction, replacement or refund according to the circumstances and your applicable rights.
Details entered incorrectly
Review names, pronunciation, ages, messages and photos before ordering. If you notice a mistake, contact us promptly. Changes to details supplied correctly by you are reviewed separately from errors made by our team.
Digital products and cancellation rights
Applicable consumer law may give you a right to withdraw from an online purchase. Where the law requires express consent and acknowledgment before that right can be lost for digital content, those requirements must be met. Personalization alone does not mean every digital order is automatically excluded from cancellation rights.
To request withdrawal, email us with your name, order number, order date and a clear statement that you wish to cancel. Nothing in this policy limits rights relating to faulty, misdescribed or undelivered digital content.
Approved refunds
Approved refunds are normally returned to the original payment method. The time until funds appear depends on your payment provider or bank. We will confirm the resolution by email.