Refund policy

SHOTWAVE produces custom commercial video to order. Because every order is made specifically for your brand and cannot be resold or reused, the terms below replace a conventional returns policy.

 

Before production begins

 

If you cancel before we start work on your order, you receive a full refund. Email us at the address on our Contact page with your order number.

 

After production begins

 

Once we have started producing your video, the order is non-refundable. This is because the work is custom, already performed, and has no resale value. In practice we begin work within one business day of receiving your brief.

 

If you are not happy with the result

 

Every order includes one revision round. Revisions cover changes within the format you selected in your brief. Tell us what is not working and we will fix it.

 

If the delivered video does not match the brief you submitted, or we fail to deliver by the stated delivery date, contact us and we will either correct it at no charge or refund you in full, at your choice.

 

A change of mind about the concept, or a request to move to an entirely different format after delivery, is a new brief and is charged as a re-brief.

 

Monthly plans

 

Monthly plans can be cancelled at any time and will not renew. Cancelling stops future billing. The current month is not refunded once concepts for that month have been sent to you for approval, as production has effectively begun. Any videos already produced in that month remain yours with full usage rights.

 

How to reach us

 

For any refund or cancellation request, email us using the details on our Contact page. We respond within one business day.