Refunds & Returns

Last Updated: November 27, 2024

Here's the short version: if your video booking request isn't fulfilled, we'll typically refund the purchase or give you Cameo credits. Completed transactions aren't refundable and can't be returned or exchanged. This page is meant only as a summary and is necessarily imperfect, please see our Terms of Service for the most complete and accurate details.

Cameo videos are personalized products, and often require significant time and effort of the creator to complete. They are accordingly not exchangeable or refundable. Similarly, all other transactions on Cameo, including messages sent through Cameo Direct, stickers, gift cards, and tips, are not returnable, exchangeable, or refundable.

Creators on Cameo have the sole discretion to determine how to fulfill your booking request and the content of the resulting video. They may not follow your request exactly. A creator typically has up to seven days or longer, at Cameo's sole discretion, to fulfill or decline your request, although some creators may offer the option of a shorter timeframe such as 24 hours. If a booking request is not fulfilled within the described timeframe, Cameo may in its sole discretion either (i) issue a refund or credit for the booking subject to the rules below or (ii) convert the booking to a standard fulfillment request and issue a refund or credit for any difference in cost between the original booking and the corresponding cost of a standard fulfillment request for the creator.

If your video request is not fulfilled, you will typically be provided with a refund or credits to your Cameo account, depending on how you placed your order. No refunds or credits will be provided for improper bookings (for example, ones that violate our Terms or Community Guidelines or are booked against Apple or Google policies). For all other bookings:

  • If you placed your order through the Cameo App for iOS, you will be issued a credit (in USD only) for the cost of your purchase. If you prefer a refund instead, you can request one via Apple by going to your orders in the app and clicking “request refund” on the Cameo video order; you must have a credit balance at least equal to the refund amount, and credits in that amount will be deducted from your account immediately.
  • If you placed your order through the Cameo App for Android, you will be charged at the time of booking or purchase for all amounts associated with your transaction, and if your request is canceled or not fulfilled, your payment instrument will be refunded.
  • If you placed your order through our website, we may charge you in full at the time of booking, in which case if your request is not fulfilled your payment instrument will be refunded. Or we may place a pre-authorization hold on your payment instrument and then immediately charge you when your video is fulfilled; if it's not fulfilled, then the hold will be released.