Refund & Remake Policy

1. How the product is made and supplied

Jjollae creates a product specifically from the video and/or photos you submit. Before payment, you can review a free preview of the expected result. At checkout, you are asked to acknowledge the personalized digital nature of the product and the applicable refund limitation before continuing.

When the applicable payment provider confirms payment, Jjollae’s order page automatically begins digital supply by requesting and issuing access to completed files. Jjollae records the first successful receiving-URL issuance. This shows that access was issued; it does not by itself prove that you downloaded, installed, viewed, or used the files.

2. Change-of-mind cancellation

If payment is complete but digital supply has not started, you may request cancellation and a full refund, subject to mandatory law and payment-provider processing.

After digital supply starts, a change-of-mind refund may not be available because the product is individually produced for you and can be copied once access is supplied. This limitation applies only where Jjollae has provided the notice, preview or trial opportunity, and separate electronic acknowledgement required by applicable law.

This Policy does not remove any mandatory withdrawal or cancellation right available under the law that applies to you.

3. Full refund or free remake cases

Contact us regardless of whether supply has started if:

• you were charged more than once for the same intended order;
• payment was completed but Jjollae did not provide the purchased content;
• the delivered file is missing, corrupted, or cannot be opened on a supported system because of a defect in the supplied file;
• the delivered content is materially different from the approved preview, selected product, or product description; or
• Jjollae confirms it cannot complete or redeliver the purchased product.

After reviewing the problem, Jjollae will provide a free remake, redelivery, or full refund as appropriate. A remake will not be used to deprive you of a refund or other remedy required by applicable law.

Minor visual differences caused by final encoding, ordinary display scaling, or limitations clearly visible in the approved preview are not automatically defects. We will still review reasonable quality concerns in good faith.

4. Unsupported environments and customer-provided media

A refund may be declined where the product was supplied correctly and the issue results only from:

• use on an operating system or device not listed as supported at the time of purchase;
• security software, system modification, or a third-party change outside Jjollae’s reasonable control; or
• limitations already visible in the preview and caused by low resolution, blur, occlusion, framing, lighting, or other characteristics of the uploaded media.

This does not affect a remedy required because Jjollae gave incorrect compatibility information or failed to supply what was promised.

5. How to request help, a remake, or a refund

Email jjollae0202@gmail.com and include:

• the pet code;
• the email address entered when the order was created;
• the approximate purchase date; and
• a short description of the issue, with a screenshot if useful.

Do not send your order-management token, receiving token, full payment-card information, or unnecessary personal information. We may ask for limited additional information to verify the order and diagnose the issue. Requests are reviewed individually.

6. Refund processing

Approved refunds are submitted through the payment provider used for the order—Groble for the Korean checkout or Dodo Payments for international checkout—to the original payment method where available. Bank, card, and payment-provider processing times vary and are outside Jjollae’s direct control. A payment provider or its administrators may also complete a refund under their own procedures; when Jjollae receives a valid completed-refund event, access to the affected order is disabled.

Jjollae does not manually mark an unpaid order as paid and does not treat a refund request as completed until the payment provider confirms completion.

7. Files already received

Jjollae cannot remotely delete personalized files already downloaded or installed on your computer. When a full refund lawfully ends your license to the product, you must stop using and delete the refunded files, except where applicable law provides otherwise.

8. Mandatory consumer rights

Nothing in this Policy limits rights that cannot be excluded by contract. In particular, remedies may remain available when digital content is not supplied, is defective, or materially differs from the advertisement or agreement. Time limits and procedures imposed by mandatory law take priority over this Policy.