First, ensure the video wasn't sent. Go to Subscriptions & Purchases on the left menu, then click the top options for Private Media and Custom Videos to see if the video is listed or delivered.
If the video was not delivered:
Try resolving the issue with the model directly by contacting them through the in-site chat. If you are unable to reach them, contact our support for more help by emailing support@justfor.fans. Please include screenshots of any contact you had with the model in regards to a refund.
If the model responds and cannot deliver the custom, they can decline the custom request and the refund will be sent automatically without having to wait for additional assistance!