Refund & Regeneration Policy

No creative revisions

Completed videos do not include creative revisions, rewrites, restyling, or refunds based on a change of preference. This includes wanting different wording, a different spokesperson, a different tone, or a different length after the video has been produced. You approve the exact script and spokesperson before payment, and that approval is what we produce.

When a regeneration is provided at no cost

An order may qualify for a no-cost technical regeneration if:

• the video uses the wrong script;
• the video uses the wrong spokesperson;
• the delivered file is corrupted or will not play; or
• generation materially fails to follow your approved order.

Report the issue with your order reference and a short description. We verify against the approved order record and, where a technical failure is confirmed, regenerate the video at no cost.

Failed production and payment

If production fails permanently and cannot be regenerated, we refund that order in full. If a payment is captured but no order is produced, we refund it.

Custom and bulk orders

Custom orders are quoted individually. The scope, delivery and regeneration terms agreed in that quote apply in addition to this policy.

How to request a regeneration

Contact us with your order reference within a reasonable time of delivery. We aim to resolve verified technical issues within one business day.