Refunds and cancellation
In short
- Cancel before we start work: full refund.
- If we can't deliver, or can't fix a mistake in the revision round: full refund for that video.
- Refunds go back to the way you paid, in the currency you paid.
Cancelling an order
- Before work starts (until we email you that we've started on your footage): email us and we refund you in full.
- After work has started but before delivery: we finish the video and deliver it, and the order stands, unless you tell us you want to stop and we agree to refund part of it.
- After delivery: the order can't be cancelled, but the revision round and the refunds below still apply.
- Packs: videos in a pack you haven't used yet can be refunded at the pack's per-video price, within 60 days of payment.
When you get a refund
- We decline your order after you've paid.
- We don't deliver within 7 days of having your footage and names list, and you'd rather not wait.
- The delivered video doesn't match what the level includes (for example, missing captions or the wrong format), and we can't fix it in the revision round.
Ask within 14 days of delivery by emailing vinith@eosvisuals.com with your order details.
When we don't refund
- A change of mind about style or content after delivery, when the video matches what the level includes. Tell us in the revision round instead; that's what it's for.
- Problems that come from the footage itself (for example, unclear audio) that we told you about before starting.
How refunds are paid
- To the same card, account or wallet you paid with (as named on your invoice), in the currency you paid.
- We start the refund within 2 working days of agreeing it. Your bank or payment provider may take several more working days to show it.
- We can't refund currency-conversion fees or charges made by your own bank.
Questions or disagreements
Please email us before opening a dispute with your bank or payment provider; we'll answer within 2 working days. This policy is part of our terms and conditions.