Acceptable Use Policy: AI-generated content
Last updated: 31 October 2026
Video from Santa ("we", "us") makes personalized, AI-generated videos of a fictional Santa Claus for children. This policy sets out what content is allowed, how we review orders and videos, how to report a problem and what we do about it. It applies to everyone who uses videofromsanta.net, and it forms part of our Terms of Service.
1. What this policy covers
- What you type: the child's first name and the details you write for Santa.
- The script we write from your details for Santa to say.
- The finished video: AI-generated speech (ElevenLabs, eleven_multilingual_v2 model) lip-synced onto our own pre-recorded Santa footage (Sync Labs, lipsync-2 model).
You cannot upload photos, voices or video. Every video uses the same Santa character and footage, so the only thing a customer can change is what Santa says. Every video is labelled as AI-generated on our site.
2. Content rules
Santa will not say, and you may not ask for, any of these six kinds of content:
- sexual or NSFW content;
- violent or gory content;
- hate speech;
- child-unsafe content, including anything that sexualizes a minor (CSAM);
- deepfakes or impersonation of a real person;
- content that infringes copyright or trademarks.
2.1 Zero tolerance. These are removed immediately, the order is refused, the email address is blocked, and we may report them to the authorities:
- any sexual content involving a minor, or anything that sexualizes children;
- content that promotes terrorism, extremism or mass violence;
- instructions for making weapons;
- content that incites hatred or violence against a group;
- using our videos to impersonate a real person or present them as a real recording of one, whether or not that person agrees.
2.2 Not allowed in any order.
- Profanity, insults, bullying or harassment, including messages meant to frighten or shame a child.
- Links, email addresses, phone numbers, street addresses, surnames, schools or anything else that could identify or locate the child.
- Political, religious or commercial messages, advertising, and false or misleading information.
- Song lyrics, film quotes or other text you don't have the right to use, and other brands' characters or trademarks.
- Medical, legal or financial advice.
- Attempts to get around our filters, for example by misspelling words.
2.3 Handled with care. Some topics can be kind and appropriate, such as a pet that died or a grandparent who passed away. We allow them, but when our filter spots words like these (see 3.2), a person reads the order before the video is made, and we may ask you to reword it.
3. How we review orders and videos
Every order is checked in three stages before a video is made, and again after a report.
3.1 Automatic check when you order. The child's name and your details are checked by our own rule-based filter (keyword and pattern lists that also catch common misspellings) as you place the order. Orders containing sexual content, hate speech, profanity, links or contact details, or a street address are refused straight away with a message saying why, before any payment is taken.
3.2 Automatic check of the script before rendering. After payment, the script Santa will speak is checked again by the same filter. If it mentions violence, death, self-harm, drugs or alcohol, rendering stops and the video is held for a person to review. Nothing is sent to our AI providers until the script passes.
3.3 Human review. Held orders are read by the operator of Video from Santa within 24 hours. The video is then either approved and made, or refused and refunded in full; either way we email you. Because orders are made within 24 hours rather than instantly, there is time to do this before anything is created.
3.4 Spot checks. Each week we read a random sample of delivered scripts and adjust the filter lists when we find something they missed or blocked by mistake.
3.5 Severity levels.
| Level | Examples | Detection | Action |
|---|---|---|---|
| L1 Critical | Child safety, terrorism, impersonating a real person | Filter blocks it; reports reviewed first | Remove, refuse, block email, report to authorities |
| L2 High | Sexual content, hate speech, harassment of a child | Filter blocks it at order | Remove the video, refuse the order, block the email |
| L3 Medium | Profanity, personal details, copyrighted text | Filter or human review | Refuse or ask you to edit; remove if delivered |
| L4 Low | A sensitive topic, a wording problem | Human review or a report | Ask you to reword, or remake the video |
4. Reporting a video
Anyone can report a video, not just the person who ordered it. Please report:
- any video or content that breaks the rules in section 2;
- anything involving child safety, which we treat as the highest priority;
- a video that uses your name, words or rights without permission, or that is being passed off as a real recording of a real person;
- a mistake in a video made for your own child.
How to report:
- On the video page: every video page has a "Report this video" link, which opens an email to us with the video's link already filled in.
- By email: support@videofromsanta.net, subject "Content report". Include the video link if you have it and tell us what is wrong.
How we handle reports:
- Confidential: we never tell the person who ordered a video who reported it.
- Fair: every report is checked against this policy before we act, and the customer can appeal (section 7).
- No abuse: we keep a record of false or malicious reports and may ignore repeated ones.
5. Response times
We reply to every report within 24 hours to confirm we have received it and tell you its level.
| Level | First response | Action completed |
|---|---|---|
| L1 Critical | Within 24 hours; the link is disabled as soon as we read the report | Within 24 hours |
| L2 High | Within 24 hours | Within 2 business days |
| L3 Medium | Within 24 hours | Within 5 business days |
| L4 Low | Within 24 hours | Within 10 business days |
Our process: report received → level assigned (L1–L4) → we watch the video and read the order → decision → action taken → we tell the person who reported it, and the customer if their video is affected. If something will take longer, we tell you why.
6. What we do about violations
There are no accounts on Video from Santa, so actions apply to the order, the video and the email address it was placed with.
| Action | What happens | When |
|---|---|---|
| 1. Ask to edit | We hold the order and ask you to reword it; if you don't, we refund it | L4, and L3 found before the video is made |
| 2. Refuse the order | The video is not made and the order is refunded in full | L2–L3 found before the video is made |
| 3. Remove the video | The video file is deleted and its link shows "This video has been removed" | Any confirmed violation found after delivery |
| 4. Block the email address | Future orders from that address are refused | L1–L2, or repeated L3 |
| 5. Report to authorities | We preserve the evidence and report to law enforcement, or to the NCMEC CyberTipline for child safety | L1 |
Refunds: orders we refuse before the video is made are always refunded in full. Videos removed after delivery because they broke these rules are not refunded. If we remove a video because of our own mistake, we remake it or refund you, as described in our Terms of Service.
7. Appeals
If you think we refused, removed or blocked something by mistake, email support@videofromsanta.net with the subject "Appeal" within 30 days of our decision. We review the original order and the report again from the start and reply within 10 business days. If we got it wrong, we restore or remake your video and lift any block.
8. Changes to this policy
We post significant changes on this page at least 15 days before they take effect and update the date above. The version shown when you place an order applies to that order.
9. Contact
- Content reports, appeals and safety: support@videofromsanta.net
- Website: https://videofromsanta.net