Refunds and resupply

You see the film before you buy it

Videmory gives you the complete film as a watermarked, lower-resolution preview before asking for payment.

Last updated 3 September 2026.

Before paying

Watch the preview from beginning to end. It contains the real edit, order and soundtrack.

If the soundtrack does not suit the trip, try another before paying. Soundtrack changes are free.

If the film is not what you want, do not buy it. You can leave the project or contact us if you believe something has gone wrong.

After paying

Contact us if:

  • The downloaded file is broken or will not play
  • The paid film is different from the preview you approved
  • Payment was taken but the film did not unlock
  • You were charged incorrectly
  • Another fault prevents you from using the film as described

Where possible, we will fix the problem or supply the film again. If that is not appropriate, we will provide a refund or other remedy required under Australian Consumer Law.

Change of mind

We do not normally provide a change-of-mind refund for a film that was previewed in full and then purchased.

This does not limit any right you have when the service or delivered file is faulty, does not match its description or fails an applicable consumer guarantee.

How to ask for help

Use the contact form. Include the join code, which version you purchased, roughly when you paid and a short description of the problem.

Refunds are issued by Videmory, ABN 47 782 644 565, of Adelaide, South Australia, and returned through Stripe to the original payment method. Your bank or card provider controls how long the credit takes to appear.

Refunding one version does not affect the others. If you bought a Highlight Film and later added a second version, a refund of the second leaves the first exactly as it was.