Refund and Cancellation Policy
Prankwish backs every order with a clear money-back guarantee. If we cannot deliver the video you commissioned, your money comes back — no scripts, no hoops.
Our money-back guarantee in three lines
When a refund applies
The Prankwish refund policy is triggered in any of the following situations:
- Non-delivery — the order has not been delivered by the deadline shown on the order detail page and you choose not to extend.
- Creator unavailable — the assigned creator cannot fulfil the order (illness, scheduling conflict, account suspension) and no acceptable substitute is offered.
- Brief mismatch beyond revision — the delivery does not match the brief in a substantial way (wrong recipient name, wrong occasion, missing key personalization) and the revision attempt does not fix it.
- Technical defect — the final video has unrecoverable audio or video problems that the creator cannot resolve via revision.
- Cancellation before recording — you cancel the order before the creator has started recording. (After recording starts, cancellation is treated as a revision or partial refund based on the work done.)
- Duplicate or accidental order — within 30 minutes of checkout, before any creator work begins.
When a refund does not apply
- Approved deliveries — once you approve the delivery on the order detail page, the order is finalized.
- Buyer-side errors caught after recording — typos in the brief, wrong occasion, or wrong recipient details that the creator followed faithfully are eligible for a free revision rather than a refund, where feasible.
- Personal-taste issues — the recipient's reaction or subjective humor preference. The brief is the contract; if the creator delivered to the brief, refund does not apply.
- Sharing or rights misuse — refunds are not granted to recover commercial-misuse penalties or copyright takedowns triggered by the buyer's reuse outside the personal license.
Refund amounts and timing
| Situation | Refund amount | Processing time |
|---|---|---|
| Cancelled before creator starts | 100% | 3-5 business days back to original card |
| Missed deadline, buyer declines extension | 100% | 3-5 business days |
| Creator unable to fulfil | 100% | 3-5 business days |
| Brief mismatch, revision fails | 100% | 3-5 business days |
| Cancelled after recording starts | Partial (case-by-case) | 5-7 business days |
| Approved delivery | None | n/a |
How to request a refund
Cancellation policy
You can cancel any order before the assigned creator has started recording. Cancellation is one click on the order detail page or one chat message. Once recording is in progress, cancellation moves into partial-refund territory: the platform reviews how much creator work has already been done and refunds the remainder.
Disputes and chargebacks
If a refund is in dispute, raise it in writing to support@prankwish.com with the order link and a clear summary of the issue. The Prankwish team aims to resolve disputes within 5 business days. We strongly prefer direct resolution over chargebacks — opening a chargeback before contacting support can freeze the order, slow the refund, and limit how much the support team can do to help.
Policy updates
This refund policy is reviewed periodically and updated to reflect new payment rails, creator types, and product categories. The version live on this page is always the active policy. Material changes are dated below and announced to active customers via email where applicable.
Last reviewed: 2026-05-01.
Need help right now?
Open live chat on any page, email support@prankwish.com, or read the Trust and Order Tracking page for the full quality and verification policy.