Terms

About these terms

These terms apply when you buy or use a yume video, changes to it, a Director mode plan, the Share Reward or another yume service. yume is operated as a sole proprietorship. You must be 18 or older to buy. The person who pays for a video is the customer and owns the order, including when the video is a gift.

The video pages describe the current templates, prices and information required. If a specific offer conflicts with these general terms, the more specific promise shown for that purchase applies.

Orders and payment

Each video has a fixed one-time price, shown on its page and charged at Checkout in the same currency: euros in the euro area and the rest of the EU and EEA; pounds in the UK; US, Canadian, Australian, New Zealand or Singapore dollars, or Swiss francs, in those countries; and US dollars everywhere else. Video purchases are not subscriptions. Stripe handles Checkout and provides the payment receipt. Email hello@yume.video if you need an invoice.

A redirected, abandoned or unpaid Checkout does not create a paid order. A confirmed payment creates one order. Buying the same video again creates a separate order.

Production and delivery

After payment, submit the few details required by the chosen template. Production starts when those details have been accepted as valid. At Checkout you ask yume to start creating the video as soon as you submit them.

Your video arrives by email within 24 hours of submitting your details, often sooner. The order page shows its status.

Temporary production failures are retried automatically. Persistent problems are reviewed by the yume team. A retry does not cancel or automatically refund the order, and you do not need to buy the video again.

Who a video can be about

A video can be about you, another adult or a child. Gift recipients do not need an account.

If a video is about a child, you must be the child's parent or legal guardian, or have their permission to order it and to share the child's photos and details with yume. Children do not use yume themselves, so please fill in the form or quiz yourself.

For every profile, fact, photo or file you send, you confirm that you have the right to share it and to let yume, and the providers named in the privacy policy, copy, change, store and use it to make, deliver and support your video. If other people appear in a photo, you need their permission too, or their parent's for a child. If someone makes a claim against yume because that permission was missing, you are responsible for it as far as the law allows. You remain responsible for the accuracy of details you approve.

If yume receives a credible complaint that a video uses someone's photos without permission, yume may pause the video and its link while it looks into it, and delete them if the complaint holds. The person shown keeps their own rights to ask for correction, restriction or deletion.

What you can't send

Do not send photos that show nudity, including partly undressed children, or anything illegal, hateful or hurtful to the people in it. yume may refuse or delete any photo or video that breaks this rule, and reports child sexual abuse material to the authorities.

How the video is made

For a video bought from the catalog, yume chooses the image, video, voice and music tools used for production, including AI models, and directs the result within the template you purchased. You do not select a model or design a video from scratch.

Results remain personalized creative work and vary from film to film. A character may not look exactly like the photos, and small details such as hands, text or backgrounds can come out imperfect; these do not by themselves mean the order is defective. If the result disappoints you, ask for a change or use the money-back guarantee.

Each template controls its format and creative direction. Downloads can carry a small label saying the video was made with AI. Please do not present the video as real footage of real events.

Your video and your photos

The finished video is yours to keep, watch and share for personal use.

yume uses your photos, details and video only to make, deliver, change and support your order, and to understand how its videos are made so it can make them better. yume never shares them with anyone except the providers that help make the video, never uses them in ads, on its website or on social media, and never uses them to train AI models.

Changes to your video

For a Birthday video, reply to the video's email with what you would like changed. Changes are free when they keep it the same video: the same child, story, template and format, at about the same length. yume may say no to a request that would make a different video.

Every other video includes one edit, which you can request once its first completed version is ready. The edit belongs to that video and cannot be moved to another one. Additional edits are not sold.

You request the edit on the video's page while signed in to your account, through a short guided chat with an AI assistant. The chat helps you gather all your changes, and any new photos, into one request. The edit starts only when you confirm that request. Only one edit may be active for a video at a time.

An edit must keep it the same video: the same person, occasion, template and story, the same format and language, and about the same length. It can change scenes, their order and timing, music, narration wording and tone, pacing, colour, text, names and the photos used. A Job Application edit must also keep the same job target. yume may decline a request that would make a different video, asks for several alternative versions, or adds named copyrighted songs or real people who are not part of the order.

The edit is used only when the edited video is ready. If yume declines the request, confirms that it cannot complete it, or you cancel it before work starts, your edit remains available. Correcting a confirmed delivery problem never uses it. A refunded or disputed order cannot be edited.

Problems, withdrawal and refunds

Email hello@yume.video if a delivered video does not match the details you approved or the promises of its template. yume corrects a confirmed delivery problem without using your included edit. A change to approved details or a new creative preference counts as an edit where the video has a limited number.

Every video comes with a 100% money-back guarantee. If you are not happy with your video, email hello@yume.video within 5 days of buying it, and yume refunds everything you paid for it to your original payment method. A refund ends your access to the video: its link, downloads and edits stop working. The guarantee can be used once per customer. It covers video purchases, not Director mode plans.

When yume promises, before you pay, that your video will arrive by a given date, such as before a birthday, that promise is part of the guarantee: if the finished video has not reached your email by then, email hello@yume.video within 30 days of buying it and yume refunds everything you paid for it.

There is no self-service cancellation or refund button. Contact support about the guarantee, a withdrawal or any other remedy. Any statutory rights and remedies available to you remain unaffected. Starting production, completing a personalized order and downloading the video may affect a withdrawal right where the law permits.

Refunds and payment disputes may change access, editing, rewards and future purchase eligibility. yume records payment outcomes and applies them to the affected order without charging the same item twice.

Sharing and rewards

Completed videos use unlisted links. Anyone with the link can watch and download the video without signing in, so share it only with people you want to have it. yume can revoke a hosted link, but cannot recall a copy someone has already downloaded or posted elsewhere.

Links in yume's order emails can sign you in to your yume account. Do not forward those emails; share the video's watch link instead.

A qualifying public social post may receive one Share Reward per purchased video: €5, or the fixed equivalent amount for the currency you paid in. The purchaser submits the post for manual review. Approval is not payment; the reward is complete only when the refund to the original payment succeeds. The current eligibility and post rules are explained in the Share Reward FAQ.

The separate Affiliate Terms apply when you activate yume's referral program.

Director mode

Director mode is a monthly subscription for making your own videos by chatting with an AI director. It is billed in advance each month until you cancel. At Checkout you ask yume to start your plan and make its credits available as soon as your first payment succeeds.

You can cancel at any time from the billing page in Director mode. Cancellation takes effect at the end of the current billing period, and your plan stays active until then. yume does not refund partial months. Any statutory rights and remedies available to you remain unaffected, and using credits may affect a withdrawal right where the law permits.

Each paid renewal sets your credit balance to your plan's monthly credits, so unused credits do not carry over. Credits have no cash value and cannot be transferred. They are used only when the director generates media such as images, clips, sound or your film. Chatting with the director is free, and a request you stop or one that fails is not charged.

Films you make in Director mode are yours under the same terms as other yume videos.

yume may change a plan's price by telling you before your next renewal. The new price applies from that renewal, and you can cancel before it if you do not want to continue.

Limits of yume's responsibility

yume's main promise is the money-back guarantee. Beyond it, and as far as the law allows, yume's total responsibility for an order is limited to the amount you paid for it, and yume is not responsible for indirect losses, such as plans made around a delivery time.

Nothing in these terms limits responsibility that the law does not allow to be limited, such as for death or personal injury caused by negligence, or for fraud, and your statutory consumer rights are unaffected.

Availability and changes

yume may pause sales, production or access when needed to protect customers, depicted people or the service. Videos from earlier yume products remain available to watch and download where their files and ownership can be verified, but they do not enter the revived editing flow.

A purchase keeps the template version, price and terms accepted at Checkout. A later change does not silently rewrite that purchase. New terms may apply to future purchases or use after their stated effective date.