Refunds

Last updated: October 24, 2026

Something wrong with your video? Lottie fixes it for free, and if the mistake was ours you also get money back.

• Lottie Plus and PREMIUM Events: changed your mind? Ask within 7 days of buying and we refund it in full. A full refund ends the membership or the PREMIUM Event and takes back the unspent Plus credit that came with it.
• Fix my video: tell Lottie exactly what's wrong on the help page. If the mistake was ours, we fix it as many times as it takes and refund what's fair, usually with a credit to try again. If a name was misspelled in your own order form, you get one free correction per order for typos in your form (no refund); later typo fixes on the same order are the normal per-clip price.
• Refund credit is your own money: it never expires and can pay for 100% of anything. Promo credit (Plus, referral and other promo credit) can pay for a whole PREMIUM Event or a whole Lottie Plus year, and up to 50% of a personalized video. Credit doesn't pay rush fees.
• If we can't fix or deliver your video, you get a full refund.
• Each video is made to order, so a delivered video can't be refunded just for a change of mind.
• Refunds go back to your card. If you prefer, we can give the full amount as store credit instead; refund credit never expires and can pay for a whole order.
• Ask within 7 days of delivery. Most answers come within one business day.