Terms of Service

Version 2 · Effective 31 October 2026

1. Acceptance of these terms

Welcome to Video from Santa ("we", "us"). These Terms of Service ("Terms") govern your use of our AI video service at https://videofromsanta.net (the "Service").

By placing an order or otherwise using the Service, you confirm that you: (a) are at least 18 years old; (b) have read, understood and agree to these Terms; (c) agree to our Privacy Policy; and (d) have the authority to agree to these Terms for yourself. If you do not agree, please do not use the Service.

2. The Service

2.1 What we provide. We create personalized videos of a Santa Claus character: Santa speaks to a child by first name and mentions the details you provide. The Santa in the video is a fictional character, not a real person. The free preview is a short general clip and may use a general greeting if we don't have a recording of the name you entered.

2.2 Nature of the Service. Each video is a digital product made to order. It is delivered online, within 24 hours of payment, to a private link shown on the order page and sent to the email address you give us. Nothing is shipped.

2.3 Third-party AI models. Videos are made with AI-generated voice and lip-sync. We use third-party AI providers: ElevenLabs (voice) and Sync Labs, Inc. (sync.so, lip synchronization). The Service's availability and delivery time may be affected by these providers.

3. Ordering

You do not need an account. Please make sure the email address you enter is correct and stays reachable, because we use it to deliver your video and contact you about your order. Anyone who has your video's private link can watch it, so keep the link safe.

4. Products and prices

All videos are one-time purchases. There is no subscription and no recurring charge. Current prices, in US dollars, are shown on our pricing section and at checkout before you pay:

• One 60-second video: $14.99
• Each additional video in the same order: $8.99
• Family Pack of three videos: $29.99

5. Billing and payment

5.1 One-time payment authorization. Each order is a single transaction. By completing checkout you authorize the charge of the amount shown at checkout to your payment method. We will not charge you again unless you place another order.

5.2 Payment processor and merchant of record. Orders are sold and processed by Waffo Pancake, our merchant of record and PCI-DSS compliant payment processor. Waffo Pancake processes your payment, issues your receipt and handles tax under its own buyer terms. Your order is confirmed once Waffo Pancake tells us the payment has completed.

5.3 Taxes. Any sales tax, VAT or GST that applies is calculated and shown at checkout and collected by Waffo Pancake. Your bank may add its own fees.

6. Delivery and cancellation

Because there is no subscription, there is nothing to cancel after your purchase. If you change your mind before your video is delivered, email support@videofromsanta.net and we will cancel the order and refund it in full.

7. Refund policy

7.1 When you can get a refund.

• Not delivered within 24 hours: you can ask for a full refund at any time before your video arrives.
• Faulty video: if your video has a technical fault, or mispronounces or misspells the name, tell us within 30 days of your order and we will remake it or refund you in full, as you prefer.
• Duplicate charges: any charge made twice by mistake is refunded in full.
• Refused orders: if we refuse an order under section 10, we refund it in full.
• Statutory rights: rights you have under the law where you live are not affected. Because each video is made to order with the details you provide, you agree when you order that we start making it straight away. If you live in the EU or UK, this means you lose the statutory 14-day right to withdraw once your video has been delivered; the refunds above still apply.

7.2 How to ask. Email support@videofromsanta.net with the email address you ordered with, your order ID (or the Waffo Pancake receipt) and the reason. We reply within 2 business days, and approved refunds go back to your original payment method within 5–10 business days.

7.3 What is not refunded. Videos delivered as ordered, without a fault, after the 30-day window; and orders refused or removed for breaking section 10 after the video has been delivered.

8. Billing disputes

If you believe a charge is wrong, please email support@videofromsanta.net before raising a dispute with your bank. We reply within 2 business days and fix confirmed billing errors within 5 business days.

9. Content and intellectual property

9.1 Your video. You may watch, download and share your video for personal, non-commercial use. You may not sell it or use it in advertising. We keep the rights in the Santa character, footage and voice.

9.2 What you send us. By sending us a child's first name and details ("Input"), you give us a limited, non-exclusive permission to use them only to make and deliver your video. We do not use your Input to train AI models.

9.3 Wording. We adapt your words into a script, so the wording in the video may differ from what you wrote. Santa will acknowledge wishes but does not promise specific gifts.

9.4 AI output. AI-generated voice and lip-sync can contain errors, such as an unusual pronunciation. Please watch your video before sharing it; if something is wrong, section 7 applies.

10. Acceptable use

Only write things you have the right to share and that are appropriate for a child. You agree not to use the Service to:

• include surnames, addresses, schools or other information that could identify the child;
• create unlawful, defamatory, harassing, hateful, sexual, violent or fraudulent content;
• create content that sexualizes minors or breaks child-protection laws;
• impersonate a real person, or present your video as a real recording of a real person, or otherwise mislead anyone about where it came from;
• infringe anyone's intellectual property or privacy rights;
• scrape the Service, interfere with its security, or resell access without our written permission;
• use the Service's output to train, fine-tune or develop AI models;
• break any applicable law, regulation or card-network rule.

Our full content rules, including how to report a video and how we review orders, are in our Acceptable Use Policy. We may refuse or remove any order that doesn't follow these rules.

11. Data, privacy and security

Your use of the Service is covered by our Privacy Policy at https://videofromsanta.net/privacy. Payment card data is handled only by our PCI-DSS compliant payment processor, Waffo Pancake, and is never stored on our servers. The details you write are deleted 90 days after your order, and your video 12 months after your order.

12. Disclaimers and limitation of liability

12.1 We provide the Service with reasonable care, but otherwise "as is" and "as available", without other warranties, to the extent the law allows.

12.2 To the extent the law allows, we are not liable for indirect, incidental, consequential or punitive damages, and our total liability is limited to the amount you paid us in the 12 months before the claim. Nothing in these Terms limits rights you have under consumer protection law.

13. Term and termination

These Terms apply while you use the Service. We may refuse orders or stop providing the Service to you if you seriously break these Terms, if we suspect fraud, or if the law requires it. If we stop the Service for a reason that is not your fault, we refund any order not yet delivered. You can ask us to delete your information and videos at any time by emailing support@videofromsanta.net.

14. Disputes

Before starting formal proceedings, please email support@videofromsanta.net so we can try to resolve the matter informally. Nothing in these Terms removes mandatory consumer protections of the country where you live.

15. General

We may update these Terms. We will post significant changes on this page at least 14 days before they take effect; the version shown when you place an order applies to that order. If any part of these Terms is found invalid, the rest stays in effect. These Terms and our Privacy Policy are the whole agreement between you and us.

16. Contact

For anything about these Terms, billing, refunds, privacy or security, email support@videofromsanta.net. We answer every message, usually within one business day.

By placing an order you confirm that you have read and agree to these Terms.

Last updated: 31 October 2026 · Video from Santa · https://videofromsanta.net