Refund Policy

1. Overview

At Velvet Sequence, we are committed to delivering exceptional video editing and production services that meet and exceed your expectations. This Refund Policy outlines the circumstances under which refunds may be issued, our refund request process, and important considerations regarding our custom creative services.

Because our services are highly customized, creative, and time-intensive, refunds are handled on a case-by-case basis with careful consideration of project status, deliverables provided, and circumstances surrounding the request.

2. Nature of Our Services

Velvet Sequence provides bespoke video production services, including scene timing, sequence refinement, motion graphics, kinetic typography, multi-format adaptation, and comprehensive post-production editing. Each project is uniquely tailored to client specifications and involves significant creative and technical effort.

Due to the custom nature of our work, standard refund policies applicable to physical products or standardized digital goods may not fully apply. Instead, our refund approach prioritizes fair resolution based on work completed, client satisfaction, and adherence to agreed-upon project scope.

3. Deposit and Payment Structure

3.1 Non-Refundable Deposit

Standard projects require a 50% deposit before work commences. This deposit secures your project slot, covers initial planning and setup costs, and compensates for the commitment of our creative team's time and resources.

The deposit is generally non-refundable once work has begun. However, if a project is canceled before any work is performed, a partial deposit refund (minus administrative fees) may be considered at our discretion.

3.2 Final Payment

The remaining balance (typically 50%) is due upon delivery of final project files. Payment must be received before final deliverables are released. Once final payment is made and deliverables are transferred, the transaction is considered complete, and refunds are not typically issued.

4. Refund Eligibility and Conditions

4.1 Project Cancellation Before Work Begins

If you cancel a project before any creative work has been performed, you may be eligible for a partial refund of your deposit, minus a cancellation fee (typically 10-25% of the deposit) to cover administrative costs, scheduling impacts, and opportunity costs.

4.2 Mid-Project Cancellation

If a project is canceled after work has begun but before completion, refunds are calculated based on work completed to date. You will be invoiced for all work performed (calculated as a percentage of total project scope), plus any non-refundable third-party expenses (stock footage licenses, music licensing, etc.). Any remaining balance from your deposit or interim payments may be refunded.

4.3 Completed Projects

Once a project is marked complete and final deliverables have been provided and approved, the project is considered fulfilled. Refunds are not issued for completed projects unless there is a demonstrable failure to deliver agreed-upon services or severe quality issues that were not addressed through the revision process.

4.4 Quality and Satisfaction Concerns

We strive for complete client satisfaction. If you are dissatisfied with the quality of work during the project, we encourage you to communicate concerns immediately. Our standard project agreements include multiple revision rounds to address feedback and ensure alignment with your vision.

Refunds based on subjective dissatisfaction after approval of deliverables are not typically granted. However, if there are objective quality deficiencies (technical errors, failure to meet agreed specifications, etc.) that were not corrected during revisions, we will work with you to remedy the issues or, in rare cases, issue a partial refund.

5. Non-Refundable Expenses

Certain third-party costs incurred on your behalf during a project are non-refundable, including but not limited to:

• Stock footage, music, and sound effect licensing fees
• Custom font licenses or premium software subscriptions required for your project
• Third-party contractor fees (voiceover artists, illustrators, specialized animators, etc.)
• Expedited delivery or rush processing fees
• Platform-specific encoding or distribution fees

These expenses are passed through to you at cost and cannot be refunded once incurred, even if a project is canceled.

6. Refund Request Process

6.1 Submitting a Refund Request

To request a refund, you must submit a written request via email to projects@velvetsequence.com or business@velvetsequence.com. Your request should include:

• Project name, agreement reference number, and date of original payment
• Detailed explanation of the reason for the refund request
• Supporting documentation (if applicable), such as correspondence regarding quality concerns or project issues
• Your preferred resolution (full or partial refund, additional revisions, project credit, etc.)

6.2 Review and Response Timeline

Upon receiving a refund request, our team will review the circumstances, project history, and work completed. We will respond to your request within 5-7 business days with a determination and, if applicable, a refund calculation.

6.3 Resolution Options

Depending on the situation, we may offer one or more of the following resolutions:

• Full or partial refund based on work completed and expenses incurred
• Additional revision rounds at no extra charge to address quality concerns
• Project credit toward future services
• Revised deliverables to better align with expectations

7. Refund Processing

7.1 Approved Refunds

If a refund is approved, it will be processed to the original payment method within 10-15 business days of approval. You will receive a confirmation email once the refund has been issued.

7.2 Payment Processor Timelines

Please note that while we process refunds promptly, the time it takes for funds to appear in your account depends on your bank or payment processor. Most refunds are visible within 5-10 business days after processing, though some financial institutions may take longer.

7.3 Partial Refunds

In cases where a partial refund is issued, a detailed breakdown of the refund calculation (work completed, expenses incurred, fees deducted) will be provided for transparency.

8. Revision Policy and Its Relationship to Refunds

Our standard project agreements include a specified number of revision rounds (typically 2-3, depending on project complexity). These revisions are designed to ensure deliverables align with your vision and meet quality standards.

Refund requests due to dissatisfaction with creative direction, stylistic choices, or other subjective concerns are not typically approved if those issues could have been addressed through the revision process but were not communicated during the project timeline.

We strongly encourage clients to provide detailed feedback during revision phases to avoid dissatisfaction after project completion.

9. Force Majeure and Unforeseen Circumstances

In the event that a project cannot be completed due to force majeure events (natural disasters, technical failures beyond our control, health emergencies, etc.), we will work with you to either:

• Reschedule the project for a later date at no additional cost
• Issue a refund for any work not yet performed
• Provide project credit for future services

Our goal is always to find a fair and mutually beneficial resolution in unforeseen circumstances.

10. Disputes and Escalation

If you are dissatisfied with the outcome of a refund request, you may escalate the matter by requesting a review from senior management. Escalation requests should be submitted to business@velvetsequence.com with "Refund Dispute Review" in the subject line.

We are committed to resolving disputes amicably and will work in good faith to reach a fair outcome. If a resolution cannot be reached, disputes may be subject to arbitration as outlined in our Terms of Service.

11. Modifications to This Policy

Velvet Sequence reserves the right to modify this Refund Policy at any time. Updates will be posted on our website with a revised "Last Updated" date. Modifications will apply to new projects initiated after the update, not to projects already in progress under previous policy terms.

12. Contact Information for Refund Requests

For refund requests, questions, or clarifications regarding this policy, please contact us at: