Frequently Asked Questions

Plan 1 is text-first personalization: recipient name, occasion, special message, and any pronunciation notes. The deliverable is an MP3 song tailored to those inputs—no photo upload required.

Yes. Video personalization (MP4) needs at least one approved photo so editors can align visuals with your story. Use clear, well-lit images you have rights to share. Heavier plans may allow multiple stills—check the order form for limits.

Sign in to your user dashboard. Each order shows a live status (for example Pending → Processing → Completed) with a progress indicator so you can plan when to share the surprise.

Common formats like JPG and PNG work best. Avoid tiny thumbnails or heavily compressed screenshots. If an upload fails, try a smaller resolution export or a different browser, and ensure the file is within the size limit shown on the form.

Timing depends on complexity, queue depth, and whether you selected a priority option (such as a 6-hour lane when offered). Your confirmation email and dashboard status are the sources of truth; contact support if a deadline is tight.

Minor text tweaks may be possible before processing starts. Once production is underway, changes can delay delivery or incur rework. Use the contact page as early as possible with your order ID.

Checkout is secured through your configured gateway (PayU in production). You’ll be redirected to the payment page, then returned to your order history. If a webhook is delayed, our system may reconcile status automatically—see Privacy for data handling related to payments.

Banks occasionally lag on confirmations. Note your transaction ID, wait a few minutes, refresh the orders page, and email support with screenshots. We cross-check gateway records before deciding on refunds or manual fulfillment.

Assigned managers and administrators use your assets solely to produce your order. Access is role-restricted. Do not upload sensitive government IDs or confidential documents—this service is for celebratory media only.

Personalized digital goods are governed by the Refund Policy. Generally, cancellations are easier before processing begins; after delivery, remedies may be limited to technical defects.

Unless a separate written license is purchased, deliverables are intended for personal, non-commercial sharing (family and friends). For brand campaigns or monetized distribution, contact us before ordering.

Use the login page workflow your administrator enabled. If automated reset isn’t available yet, email support from the address on your account so we can verify ownership manually.