1. General Provisions

At Jambo Wishes, we strive to ensure the highest quality of our video greetings. However, we understand that sometimes situations may arise where a customer is not entirely satisfied with their order.

2. Digital Products

Our video greetings are digital products that we deliver within 3 days after payment. Given this, we offer the following terms:

2.1. Delivery Time

If you haven't received your video greeting within 3 days after payment:

• Contact our support team.
• We will check the status of your order and send the video as soon as possible.
• If there's a delay from our side exceeding 5 business days, we will offer you a discount on your next order or a partial refund.

2.2. Technical Issues

If you encounter technical problems while viewing or downloading your video greeting, we commit to:

• Provide technical support to resolve the issue.
• If the problem cannot be resolved within 48 hours, we offer a full refund.

2.3. Technical Quality of the Video

This section applies to objectively verifiable technical defects in the delivered file — for example corrupted or unplayable video, resolution below the standard stated in the listing, missing or inaudible audio, or a truncated recording.

If your video contains such a defect, please contact us within 7 days of delivery and describe the issue. We will:

• review the original file and, where the defect is confirmed, re-record or re-render the video free of charge;
• deliver the corrected version within 3 business days.

If a confirmed technical defect cannot be resolved after this correction, we will issue a full refund.

This section does not apply to subjective assessments of the recording — including the appearance, age, styling or attractiveness of the performers, the choice of location, the choreography, the music, or the overall artistic impression. These elements are creative in nature and are not treated as technical defects.

2.4. Personalization Errors

In case of errors in video personalization (incorrect name, date, etc.) that occurred due to our fault:

• We will correct the error free of charge and send a new video.
• If correction is not possible or the customer is dissatisfied with the result, we will provide a full refund.

2.5. Team Line-Up

Our teams film on a rotating daily schedule, and the individual performers in your video may differ from those shown in the illustrative photos on our website. A difference in the individual line-up is not considered a defect, provided the video was performed by the team style you selected, in the format and size described in the listing.

If your video was performed by a team style other than the one you ordered, or does not match the format described in the listing, we will re-record it free of charge or issue a full refund.

3. Refund Request Deadline

A refund request must be submitted within 30 days of receiving the video greeting.

4. Refund Process

• To submit a refund request, please contact our customer support.
• Provide the order number and reason for the refund request.
• We will review your request within 2 business days.
• If approved, funds will be returned to the original payment method within 5-10 business days.

5. Exceptions

• Refunds are not provided if the customer simply changed their mind about the order.
• We reserve the right to refuse a refund if we detect abuse of our policy.
• Refunds are not provided based solely on subjective perception of the performers' appearance, age, styling or attractiveness, where the video otherwise matches the ordered team style and format.

EU Consumers — Right of Withdrawal

This section applies to consumers located in the European Union.

All video greetings sold by Jambo Wishes are produced individually according to the specifications you provide (recipient's name, occasion, personal message, and other details chosen by you). Because these products are made to your specifications and are clearly personalized, they are exempt from the statutory 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU (the EU Consumer Rights Directive) and the corresponding national laws of EU member states.

This means that once an order for a personalized video greeting is placed, it cannot be cancelled under the 14-day cooling-off period, as production begins specifically for your order.

6. Contact Information

If you have any questions about our return and refund policy, please contact us at: jambo.wishes.agency@gmail.com