Cancellation & Refund Policy

How this Policy applies

This Policy applies to project deposits, milestone payments, final balances, change orders, and approved third-party costs for Framevista Edit services. It should be read with the accepted proposal, invoice, Video Editing Services Terms & Conditions, and Payment & Billing Policy. If a signed project document states a project-specific cancellation schedule, that schedule controls to the extent permitted by law.

Editing services are custom services performed against a client brief. Labor, planning, reserved time, file preparation, licensed assets, and completed creative work cannot be returned in the same way as unused physical goods. For that reason, cancellation does not automatically produce a full refund. We calculate any refund according to work performed and amounts legitimately earned or committed at the time cancellation becomes effective.

How to request cancellation

A cancellation request must be sent in writing using the email address listed at the end of this Policy. It should identify the client, project, invoice number, requested cancellation date, and reason. A telephone conversation may help us respond quickly, but cancellation is effective only after written confirmation so the scope and timing are clear.

We will acknowledge the request, pause avoidable new work where reasonably possible, review time records and commitments, and provide a closing statement. The effective cancellation time is when a clear written request is received during business hours; a request received outside business hours is treated as received on the next business day unless we confirm earlier receipt.

The client remains responsible for safeguarding and downloading any materials already made available and for paying undisputed amounts due for performed work.

Cancellation before substantive work begins

If a client cancels before substantive editing, assessment, planning, file organization, or other production work begins, we will refund the unearned portion of the amount paid. We may deduct only amounts properly attributable to completed paid intake or assessment, nonrecoverable payment-processing charges where lawful, assets purchased with approval, and clearly disclosed reserved-capacity commitments.

A project is not considered untouched merely because no review cut has been delivered. Downloading and checking source files, creating proxies, syncing footage, building project structures, logging media, preparing transcripts, researching specifications, and developing an edit plan are substantive services when performed for the project.

Cancellation after work begins

After work begins, the client must pay for services performed through the effective cancellation time, approved out-of-scope work, noncancelable third-party commitments, and any valid reserved-capacity amount stated in the accepted project documents. The value of work may be calculated using completed milestones, the project percentage reasonably completed, or the applicable hourly or day rate disclosed in the proposal.

If payments exceed the amount properly due, the remaining balance will be refunded. If earned fees and approved costs exceed payments, we will issue a final invoice. Upon settlement of the final account, we will provide completed or partially completed work to the extent stated in the closing agreement and technically reasonable. Unfinished work is provided without a promise that it is publication-ready.

Reserved production capacity

Rush projects, lengthy bookings, and projects that displace other work may include a separately stated reservation or scheduling fee. Such a fee is retained only when the proposal clearly identifies it and explains that it secures a defined production window. Ordinary references to a “deposit” do not automatically make the entire deposit a nonrefundable reservation fee.

When cancellation occurs early enough for us reasonably to rebook the reserved time, we may reduce a capacity charge where appropriate. We are not required to disclose another client’s information or demonstrate the details of replacement work.

Creative dissatisfaction and revisions

Editing includes subjective creative choices. A difference in taste does not automatically establish defective performance when the work follows the approved brief and reference direction. The normal remedy is to use the included revision process and provide specific, consolidated feedback within the review period.

If the client requests a materially new creative direction, replaces key source footage, changes the intended audience, adds new messaging, or reverses a prior approval, the resulting work may be a scope change rather than a refund issue. Additional fees will not be incurred without the authorization process described in the Payment & Billing Policy.

If we materially fail to follow the written brief, we will first make a reasonable correction without counting that correction as a discretionary revision. If the failure cannot reasonably be corrected or we decline to correct it, an appropriate partial or full refund may be considered for the affected unaccepted deliverable.

Technical defects and failed delivery

A technical defect may include a corrupted export, missing agreed file, incorrect resolution or codec, audio channel error, title error introduced by us, or other measurable failure to meet the written delivery specification. It does not include a third-party platform’s later compression, unsupported playback environment, altered display calibration, or a requirement not disclosed before export.

The client must provide prompt notice identifying the file and issue, including timestamps and relevant playback information. We will be given a reasonable opportunity to replace, repair, or re-export the affected deliverable. A refund is considered only if correction is impossible, repeatedly unsuccessful, unreasonably delayed, or otherwise required by law.

A refund for one defective version does not automatically apply to separate deliverables that conform to the scope.

Delay, missed dates, and events outside control

If Framevista Edit is responsible for a material delay and cannot provide a reasonable revised delivery date, the client may cancel the unperformed portion and receive a refund for that portion. Completed and accepted stages remain payable. Where timing is essential, the proposal must clearly identify the deadline as firm and state all client dependencies.

No delay refund is due for time caused by late or conflicting feedback, missing files, changed specifications, unpaid invoices, inaccessible platforms, client-requested pauses, or other client dependencies. Deadlines also extend for events outside reasonable control, including material service outages, severe weather, illness, power or network failure, cyber incidents, government action, or comparable events. If such an event continues long enough to frustrate the project, either party may end the unperformed portion and the account will be reconciled fairly.

Client inactivity and abandoned projects

If required feedback, files, approval, access, or payment is not received by the stated deadline, the project may be paused. After fourteen consecutive days without the required response, we may remove the project from active production and provide a new schedule only when the client returns. After thirty consecutive days of inactivity, we may issue a closing notice and treat completed milestones as accepted for billing purposes, subject to the project agreement and applicable law.

Reactivation may require payment of overdue amounts, a restart fee if disclosed before reactivation, and updated pricing when the original resources or software are no longer available. Inactivity does not convert performed services into refundable services. Project media may be deleted according to the Project Delivery & Revisions Policy, so the client must maintain independent copies.

Cancellation or refusal by Framevista Edit

We may cancel or refuse a project because of unavailable capacity, a conflict discovered during intake, inability to use the supplied media, safety or security concerns, unlawful or abusive instructions, nonpayment, or material breach. If we cancel for convenience rather than client breach, we will refund amounts paid for services not performed and deliver paid completed work where feasible.

If cancellation results from the client’s breach, unlawful material, rights failure, abusive conduct, fraud risk, or nonpayment, the client remains responsible for performed work and nonrecoverable approved costs. Any refund is limited to the unearned balance after that reconciliation.

How approved refunds are issued

Approved refunds are generally returned to the original payment method. We may request reasonable verification before redirecting a refund when the original method is unavailable, an account has closed, or the payer and client differ. We do not send refunds to an unrelated third party based solely on emailed instructions.

We aim to initiate an approved refund within ten business days after the amount is agreed and any required closing documentation is complete. The financial institution or payment provider may require additional time to post it. Currency-conversion differences, intermediary-bank charges, or issuer fees are outside our control.

A refund confirmation resolves only the amounts and deliverables identified in that confirmation. It does not waive obligations concerning confidentiality, intellectual property, misuse, unpaid unrelated invoices, or other surviving terms.

Amounts commonly not refundable

Subject to the accepted scope and applicable law, the following are generally not refundable after they are earned, purchased, delivered, or irrevocably committed:

• completed intake, assessment, logging, proxy creation, syncing, editing, rendering, organization, and revision work;
• approved milestones and deliverables already accepted, published, distributed, or put into operational use;
• client-approved stock media, music, fonts, plugins, storage, shipping, captioning, or other third-party purchases;
• clearly disclosed reservation fees for production time that could not reasonably be rebooked;
• rush fees for accelerated work already performed; and
• fees associated with additional work the client authorized in writing.

This list does not permit retention of money for services that were not performed or costs that were not incurred when the agreement or applicable law requires a refund.

Rights that cannot be waived

Nothing in this Policy limits a refund, cancellation, correction, or other remedy that cannot lawfully be excluded. If consumer-protection law applicable to a particular transaction grants stronger mandatory rights, those rights control. Business clients and individually negotiated custom-service projects may be subject to different rules than standardized consumer purchases.

We encourage clients to contact us with a specific explanation and supporting information so a concern can be evaluated on the actual project record.