Cancellations & Refunds

This policy applies to orders placed on the Regaim site. It describes how an order can be cancelled, what happens to the payment, and how the round of corrections included in every package works. The rights under the Consumer Protection Law, 5741-1981, and the regulations made under it concerning the cancellation of a transaction apply in addition to what is set out here, and nothing here detracts from them.

How to send a cancellation notice

A cancellation notice is sent in writing, quoting the order number: by replying to the order confirmation e-mail, by WhatsApp to 052-400-0820, or to the e-mail address shown at the foot of the site. We will acknowledge it within 2 business days. The date that counts for the cancellation is the date the notice was sent.

You may also cancel in any other way the law allows. You need not give a reason, though we would be glad to hear what did not suit.

Cancellation before production begins

As long as the order has not moved to the “In production” status — that is, we have not yet started work on the film — it can be cancelled for any reason for a full refund of the amount paid. We charge no cancellation fee, although the law allows up to 5% or ₪100. Your order’s status is shown on the personal order page whose link was e-mailed to you.

The refund is made within 14 days of receiving the cancellation notice, to the same means of payment the order was paid with — a credit to the card that was charged. When the credit appears in your account depends on the card company. On cancellation, the photographs you uploaded are deleted.

Cancellation after production begins

From the moment the order moves to the “In production” status we begin editing the film by hand, from your photographs and to your choices. The film is a product made specially for you, of no use to anyone else and impossible to return — and so, as section 14C(d)(4) of the Consumer Protection Law provides for goods made specially for the consumer, from this stage the order cannot be cancelled for a refund because you changed your mind, even if the film has not yet been delivered. The order is completed, the film is delivered to you, and the included round of corrections is at your disposal.

That does not apply to cancellation for a defect or a mismatch: if the film delivered does not match the order — for example missing photographs, a wrong caption left uncorrected, a different track from the one you chose, or a length other than the package’s — and we did not put it right in the round of corrections, you are entitled to cancel and receive a full refund within 14 days, with no cancellation fee, under section 14E(a) of the law. The same applies to a delay in delivery not caused by you.

Did you not like the result, even though it matches the order? Personal taste is not grounds for a refund, but it is certainly grounds for talking to us: the included round of corrections exists for exactly that, and if something still does not feel right afterwards — write to us and we will try to find a solution.

The included round of corrections

Every package includes one round of corrections. It can be used within 14 days of the film’s delivery, by replying to the e-mail the film was attached to, with all the corrections requested in one consolidated message. The corrected film is delivered within the package’s delivery time, free of charge.

• What the round includes: replacing or removing up to three photographs, reordering the photographs, correcting or rewording captions and the opening and closing cards, changing the font, swapping the music track, and fixing any mistake of ours — of any extent.
• What counts as a material change: replacing more than three photographs, adding photographs beyond the package, changing the style or pace of the whole film, or asking for a film materially different from the one ordered. Such a change is an additional production: we will quote a price in advance according to the work involved, and will not start it without your approval.

A request for corrections neither shortens nor extends your cancellation rights: the right to cancel for a mismatch is preserved after the round of corrections, while cancellation for a change of mind is not possible from the production stage whether or not you asked for corrections.

Goods made specially for the consumer

The film is produced by hand from the photographs you upload, to your choices; it is unique to your order and cannot be reused or sold to anyone else. We therefore regard it, from the moment production begins, as “goods made specially for the consumer following the transaction” within the meaning of section 14C(d)(4) of the Consumer Protection Law, to which the right of cancellation in a distance sale does not apply. Until that moment we allow full cancellation, with no cancellation fee, beyond what the law requires.

Cancellation by us

We may cancel an order, before the film is delivered, in these cases only: photographs that there is reasonable ground to believe you do not hold the rights to, or the consents to use; offensive, harassing or unlawful content; files that cannot be worked with (corrupted, or of a quality that does not allow production) and were not replaced within 7 days of our request; suspected payment fraud; or an event of force majeure that prevents us from completing the production within a reasonable time.

Whenever we cancel, we will notify you in writing and refund the full amount paid, within 14 days, to the same means of payment — even if production had already begun. The photographs you uploaded will be deleted.

Disputing the charge with your card company

Before asking your card company to dispute the charge, write to us: any refund due to you under this policy is given directly and quickly. A chargeback on a film that was delivered and matches the order does not replace the terms set out here, and we will answer it to the card company with the record of the order and the delivery.

After delivery

The film and the photographs are kept with us for 90 days from delivery — for the round of corrections and for issuing a new link if yours has expired — and are then deleted. Download the film and keep a copy.

Last updated: 13 September 2026.