FAQ — Frequently Asked Questions
Frequently Asked Questions
Everything you need to know before and after your purchase.
Access & Downloads
■ I didn't receive my download email. What do I do?
Check your spam, junk, or promotions folder first. The email comes from Moviefy Private Vault with the subject "Access your content for order #XXXX". If you still can't find it, reply to your order confirmation email and we'll resend it within a few hours.
■ My download link doesn't work or has expired. What now?
Download links are valid for a limited time and number of clicks. If your link has expired, simply reply to your order confirmation email with your order number and we will generate a new link for you. We do not charge for link renewals.
■ Can I stream the content or do I need to download it?
All titles are delivered as downloadable files. Once downloaded, you can watch them on any device using a media player such as VLC (free, available for all platforms). There is no streaming option at this time.
■ The file won't open or play. What should I do?
Make sure you have a compatible media player installed. We recommend VLC Media Player (free at videolan.org) which plays all file formats we deliver. If the file is corrupted or incomplete, contact us and we will replace it immediately.
Payments & Charges
■ I was charged but didn't receive anything. What happened?
If your payment was processed, your order exists in our system. Check your email (including spam) for a message from Moviefy Private Vault. If you cannot find it, contact us with your order number and we will locate your purchase and resend your access link immediately. Please do not open a dispute before contacting us — we resolve all issues within 24 hours.
■ I don't recognize this charge on my card. What is it?
Charges from our store appear as Moviefy or Shopify on your bank statement. If you made a purchase and don't remember, check your email for an order confirmation. If you believe the charge is unauthorized, contact us before filing a dispute so we can investigate and resolve it quickly.
■ What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), as well as Shop Pay. All transactions are processed securely through Shopify's payment infrastructure. We never store your card details.
Refunds & Disputes
■ What is your refund policy?
We stand behind every title in the Vault. If your file is corrupted, incomplete, wrong, or inaccessible due to a technical issue on our end, we will issue a full refund or replacement — no questions asked. Refunds are processed within 24–48 hours. Note: refunds are not available for change-of-mind purchases on digital content that has already been downloaded.
■ How do I request a refund?
Simply reply to your order confirmation email with your order number and a brief description of the issue. You can also reach us through our Contact page. We respond to all refund requests within 24 hours.
Content & Availability
■ Why is a title no longer available?
Moviefy operates on a limited-time drop model. Each title is available for a short window only. Once the drop closes, the title is removed from the Vault. If you purchased a title before it was removed, your access link remains valid — contact us if you have any issues.
■ Can I share my download with others?
Each purchase grants personal, non-commercial access to the content. Sharing, redistributing, or reselling downloaded files is not permitted. Each download link is tied to a specific order and is for the buyer's personal use only.
■ Some regions are blocked. What does that mean?
Certain titles may be geo-restricted in some countries due to licensing or distribution agreements. If you are unable to access your content due to a regional block, contact us immediately and we will find a solution or issue a full refund.