This Refund & Cancellation Policy explains how orders can be cancelled and when refunds may be available for our video production services, including one-off packages, deposits, prepaid packages, and monthly retainers. Because production work begins quickly and is created specifically for you, refund rights are necessarily limited once work is underway. This Policy forms part of our Terms of Service.
01Deposits
Many projects require a deposit before work begins. Deposits reserve your slot in our production schedule and cover initial concept and planning work. Deposits are generally non-refundable once we have started work, except where required by law or expressly stated in this Policy.
02Payment structure
Projects may be billed as a deposit plus balance, in milestones, or, for retainers, as a recurring monthly fee in advance. The structure for your project is confirmed in your order. Work on a stage generally begins once the payment for that stage is received.
03Cancelling before work begins
If you cancel a confirmed project before we have started any concept, scripting, editing, or production work, you may be entitled to a refund of amounts paid, less any non-refundable deposit and any third-party costs already incurred on your behalf (such as licensed music or stock).
04Cancelling after work begins
Once production has started, the fee reflects the time and resources already committed. If you cancel mid-project, we will invoice for work completed up to that point, and any remaining prepaid balance may be refunded at our discretion after deducting work done and costs incurred.
05Completed and delivered work
Fees for videos that have been completed and delivered are non-refundable. Concerns about delivered work are handled through the revision process described in our Service Agreement & Production Terms, not through refunds.
06Revisions instead of refunds
Each package includes a set number of revision rounds. If you are not satisfied, we will first use the included revisions to address reasonable, in-scope feedback. Refunds are not a substitute for the revision process, and dissatisfaction with subjective creative preferences after in-scope revisions have been provided is not itself grounds for a refund.
07Monthly retainers
Retainers are billed monthly in advance.
- You may cancel a retainer at any time; cancellation stops future monthly charges.
- Cancellation takes effect at the end of the current paid month, and we complete deliverables scheduled for that month.
- Monthly retainer fees already paid are non-refundable for the current period, and unused deliverables do not roll over unless agreed in writing.
- Any minimum term is stated in your order.
08Refunds we may provide
We may issue a refund or credit where:
- You were charged in error or more than once for the same service.
- We are unable to deliver an agreed project and cannot offer an acceptable alternative.
- A refund is required by applicable consumer-protection law.
09How to request a cancellation or refund
To cancel a project or request a refund, contact us using the details below with your name, order details, and the reason for the request. Please use the email address associated with your order so we can verify it. We aim to respond within a reasonable time and may ask for additional information.
10How refunds are issued
Approved refunds are made to the original payment method. The time it takes to appear depends on your bank or payment provider. Any third-party costs already incurred on your behalf are non-refundable, and processing fees may be deducted where permitted.
11Currency and processing
Refunds are issued in the original currency of the transaction. Where currency conversion applies, the amount you receive may differ from the amount paid due to exchange-rate movements and fees charged by your bank or payment provider, which are outside our control.
12Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it. Initiating a chargeback without contacting us may delay resolution and result in suspension of active work while the matter is reviewed. We reserve the right to dispute chargebacks we believe are made in error or in bad faith.
13Your statutory rights
Nothing in this Policy limits any non-waivable rights you may have under the consumer-protection laws that apply to you. Where such laws grant you a right to a refund or remedy, we will honor it.
14Changes to this Policy
We may update this Policy from time to time. The revised version will be posted here with a new “Last updated” date, and applies to orders placed after it takes effect.