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Refund & Cancellation
Concrete deposit, cancellation and refund terms: 50% to book, full deposit refund at 14+ days, 50% at 7–13 days, and a 10 business day refund window.
1. Booking and deposit
A 50% deposit of the agreed project fee books your date and starts the work. The remaining 50% is due on delivery, before final master files are released. All amounts are in USD.
2. Cancellation by the client
Cancellation is effective on the date we receive written notice at [[SUPPORT_EMAIL]]. Refund entitlement is measured against the first scheduled shoot or session date.
| Notice given before the shoot date | Deposit refunded | Notes |
|---|---|---|
| 14 or more days | 100% | Full deposit returned. No cancellation fee. |
| 7 to 13 days | 50% | Half the deposit is retained to cover held crew and reserved dates. |
| Fewer than 7 days | 0% | Deposit is non-refundable. Crew, kit and locations are already committed. |
Third-party costs already committed on your behalf — location fees, talent, permits, music licences, media buys, platform or network submission fees — are non-refundable at any notice period and are invoiced at cost with documentation.
3. Rescheduling
You may move a shoot date once at no charge with 7 or more days’ notice, subject to availability, and the deposit carries over in full. Later or repeat changes are treated as a cancellation under the table above, and the new booking requires a fresh deposit.
4. Cancellation by the Studio
If we cancel for any reason other than your breach of the Terms of Service, you receive a 100% refund of all amounts paid, regardless of notice period. Where a date is lost to weather, illness or another force-majeure event, we will first offer the earliest available replacement date; if no workable date can be agreed within 60 days, the deposit is refunded in full.
5. Work already delivered
Fees for milestones that have been completed and delivered — a finished edit, a mixed episode, a delivered billboard asset set — are non-refundable. If an engagement is cancelled mid-production, we invoice for work completed to date and refund the balance of the deposit within the timeframe in section 8.
6. Revisions and dissatisfaction
Two revision rounds are included on every production engagement. A revision round means one consolidated set of notes from your nominated approver, returned within 5 business days of the cut being sent.
- If the delivered work does not match the written scope, we correct it at no charge — this sits outside your two included rounds.
- A change of creative direction after approval of the script, boards or edit is a new scope, not a revision, and is quoted separately.
- Because production work is bespoke and cannot be resold, we do not offer refunds on completed work that matches the approved scope. Additional revision rounds are offered instead.
7. Distribution engagements
Streaming and Cable Distribution fees cover preparation, submission and placement management. Once submission to a platform or network has been made, the fee is non-refundable, since the work has been performed. Platform, network and media-buy fees paid on your behalf follow that party’s own refund rules. We do not refund on the basis of audience numbers, placement position or commercial outcome.
8. How to request a refund
Refund procedure
- Email [[SUPPORT_EMAIL]] with the subject line “Refund request”, your project name or invoice number, and the reason.
- We acknowledge and respond with a written decision within 5 business days.
- Approved refunds are returned to the original payment method within 10 business days of approval.
- Your bank or card issuer may take a further 3–5 business days to post the credit. We cannot influence that window.
Refunds are issued in USD for the amount received. Bank or currency-conversion charges applied by your own institution are not reimbursed.
9. Chargebacks
If you believe a charge is wrong, contact us first at [[SUPPORT_EMAIL]]. We would far rather resolve it directly than through a dispute, and we respond to every refund request within 5 business days.
10. Availability
All prices, locations, dates, times, and services are subject to availability. Custom scopes are quoted after a discovery call. All prices are in USD.
11. Contact
[[LEGAL_ENTITY_NAME]]
[[STREET_ADDRESS]]
[[CITY]], [[STATE]] [[ZIP]]
Phone: [[PHONE]]
Email: [[SUPPORT_EMAIL]]
Business hours: Monday to Friday, 9:00am – 6:00pm local time.
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