Refund Policy

Last Updated: December 15, 2025

At Celestria Records™ (operated by MB “Celestria”), we strive to deliver high-quality AI visual productions. However, due to the custom nature of our services and the significant computational costs involved in generating AI video, we maintain a strict Refund Policy. Please read this explicitly before placing an order.

1. General Policy: Digital Custom Services

Unlike physical goods, our product is a custom digital service tailored specifically to your audio track. Once the production process (AI synthesis and rendering) has commenced, refunds are generally not available. By making a payment, you acknowledge that you are paying for the creative process, computing time, and technical expertise, not just the final file.

2. Eligibility for Refunds

We offer refunds ONLY in the following specific scenarios:

  • Cancellation Before Production: If you request a cancellation before we have started the rendering process or incurred GPU costs, we will issue a full refund, minus any non-refundable payment processing fees charged by Stripe (typically ~2.9% + $0.30).
  • Failure to Deliver: If we fail to deliver the final video within the agreed timeframe (plus a reasonable grace period of 3 business days) due to our own technical fault, you are entitled to a 100% refund.
  • Technical Defects: If the delivered file is technically corrupted, unplayable, or has a resolution lower than promised (4K UHD), and we are unable to fix it within 48 hours, you are entitled to a refund.

3. Non-Refundable Circumstances

We do NOT offer refunds for the following reasons (“Change of Mind”):

  • Creative Disagreement: AI generation produces artistic, sometimes unpredictable results. If you do not like the “style” or “vibe” but the video meets the technical specifications of the brief, this is not grounds for a refund. We offer Revisions to correct these issues.
  • User Error: If you uploaded the wrong audio track, provided incorrect lyrics, or unclear instructions, we cannot refund the costs of the work already done.

4. Revision Policy

We want you to be happy with the result. Instead of a refund, we offer revisions according to your purchased tier:

  • Starter: 1 round of minor revisions.
  • Narrative: 3 rounds of revisions.
  • Universe: Priority revisions until satisfaction (within reasonable limits).

5. Chargebacks & Disputes

Filing a dispute or chargeback with your payment provider (Stripe, PayPal, Bank) without first contacting our support team to resolve the issue is considered a breach of these Terms. We reserve the right to suspend your account and use this Policy as evidence to contest the dispute.

6. How to Request a Refund

To request a cancellation or report an issue, please contact us immediately:

Email: lt@celestria.eu
Subject Line: “Refund Request – [Order ID]”

Legal Entity Information:
MB “Celestria”
Reg. Code: 307511317
VAT Code: LT100019331611
Address: Šaulių g. 32, 92231 Klaipeda, Lithuania