Refund and cancellation policy

Every video we make is bespoke, so the rules are simple and set out here so you know them before you pay. This policy is part of our terms of service.

1. Cancel for free until production starts

From the moment you pay until the moment your order's status changes to "In production" you can cancel from your dashboard, no questions asked, and we refund the full amount to the payment method you used. That covers the time we spend reading your brief, asking for missing information and writing the script.

Refunds are issued by Stripe and usually appear within 5 to 10 business days, depending on your bank. If you paid in a currency other than US dollars, the refund is made in that currency; small differences can arise from exchange rate movements and are outside our control.

2. No refund once production has started

Once we start designing and animating, the work is specific to your product and cannot be resold. From that point the order is non-refundable, including if you change your mind, no longer need the video, or your project is postponed. You will still receive the finished video and your included revision round.

3. If you are not happy with the result

Tell us what is wrong through the revision request in your dashboard. One revision round is included in every order and covers changes within the original brief: timing, text, colors, scenes to swap, music or voice adjustments. Extra rounds are $19 each. Correcting our own mistakes, or anything that does not match the approved script and brief, never uses your round. Changes that go beyond the brief (a different length, a new format, new features to show) are quoted separately.

4. If we fail to deliver

If we cannot deliver your video at all, or we deliver something that does not follow your approved script and brief and cannot fix it within a further revision round, you get a full refund. If we are more than 24 hours late against the delivery time shown in your dashboard, and the delay is our fault (not caused by missing information, late responses or a change of brief), you can cancel and receive a full refund.

5. Extra revision payments

A paid revision round can be cancelled for a full refund until we start working on it. Once the revised version is delivered it is non-refundable.

6. Duplicate or mistaken payments

If you are charged twice for the same order, or paid by mistake, write to us within 30 days and we refund the duplicate in full.

7. Chargebacks

Please contact us before opening a dispute with your bank. We resolve refund questions quickly and a chargeback on an order that is already in production will be contested with the records of the work done.

8. Consumers

If you buy as a consumer you have a statutory right to cancel within 14 days of ordering. Because you ask us to start straight away, that right ends when production begins; until then you can cancel for a full refund as described above. Nothing in this policy limits your statutory rights, including your rights when a service is not performed with reasonable care and skill.

How to cancel or ask for a refund

Use the "Cancel order" button on the order page in your dashboard, or e-mail hello@appmotion.video with your order number.