Refund and cancellation policy

Custom production work starts as soon as you pay, so this policy is designed to be clear before you buy.

Concept booking

The concept booking fee is non-refundable once research has started, which is normally within one business day of payment. If we cannot start within 3 business days, you may cancel for a full refund. The fee is credited in full to your first month if you continue on a monthly plan within 30 days.

Monthly plans

You can cancel anytime before your next billing date and you will not be charged again. Fees for the current month are not refundable once production for that month has started; all videos for that month are still delivered. If we fail to deliver a month's committed volume, we will either complete it or refund the undelivered portion pro rata.

Launch films and projects

If you cancel before script approval, we refund the fee minus 25% for work completed. After script approval, fees are non-refundable. If we miss the agreed delivery date by more than 5 business days for reasons within our control, you may request a 20% credit or a refund of the unpaid balance.

Duplicate or mistaken charges

Duplicate charges or billing errors are always refunded in full.

Your legal rights

Nothing in this policy limits any rights you have under consumer protection law that cannot be excluded. Where you have a statutory right of withdrawal, you ask us to start the service during the withdrawal period, and you acknowledge that the right is lost once the service has been fully performed and may be reduced for work already done.

How to request

Email [email protected] with your order number. Approved refunds go back to the original card within 5 to 10 business days.