Refund Policy

Effective Date: January 1, 2025 | Last Updated: January 1, 2025

At Green One Studio, we strive to provide exceptional services and products. This Refund Policy outlines the terms and conditions under which refunds may be issued for our various services and products.

1. General Refund Principles

Our refund policy is designed to be fair to both our clients and our business. We evaluate each refund request on a case-by-case basis, considering the specific circumstances and the type of service or product purchased.

1.1 Our Commitment

We are committed to:

• Delivering high-quality services and products
• Meeting agreed-upon specifications and deadlines
• Maintaining clear communication throughout projects
• Handling refund requests fairly and promptly
• Providing excellent customer service

2. Stock Footage Refunds

2.1 Digital Download Policy

Stock footage is a digital product delivered electronically. Due to the nature of digital products:

• All stock footage sales are generally final once downloaded
• Downloaded footage cannot be "returned" in the traditional sense
• Refunds are considered on an exceptional basis

2.2 Eligible Refund Scenarios

Refunds for stock footage may be issued in the following situations:

• Technical Issues: Footage is corrupted, unusable, or significantly different from preview
• Duplicate Purchase: You accidentally purchased the same footage multiple times
• Wrong Item: You received footage different from what was ordered
• Quality Issues: Footage has undisclosed defects not visible in preview
• Misrepresentation: Footage description or specifications are materially inaccurate

2.3 Non-Refundable Situations

Stock footage refunds will NOT be issued for:

• Change of mind after downloading
• Incorrect footage selection by purchaser
• Compatibility issues with your software
• Project cancellation or changes
• Claims made more than 30 days after purchase
• Footage already used in completed projects

2.4 Refund Request Process

To request a stock footage refund:

1. Contact us within 30 days of purchase
2. Provide your order number and purchase details
3. Explain the specific issue with detailed description
4. Provide evidence (screenshots, error messages, etc.)
5. Allow us 5-7 business days to investigate

3. Custom VFX Services Refunds

3.1 Project-Based Work

Custom visual effects projects involve significant time, expertise, and resources. Our refund policy for custom work reflects this investment.

3.2 Milestone Payment Structure

Most custom projects follow a milestone payment structure:

• Initial Deposit: Typically 30-50% upfront (non-refundable)
• Progress Payments: Due at agreed milestones
• Final Payment: Due upon project completion

3.3 Cancellation by Client

If you cancel a project after work has begun:

• Initial deposit is non-refundable
• You are responsible for payment of completed work
• Unused milestone payments may be refunded
• Cancellation fees may apply based on project stage
• Completed work files may be provided at our discretion

3.4 Satisfaction Guarantee

We stand behind our work quality. If we fail to meet specifications outlined in our agreement:

• We will revise work to meet agreed specifications
• Number of included revisions is defined in project agreement
• If issues cannot be resolved, partial refunds may be considered
• Refund amount determined by work completed and usability

3.5 Timeline and Delays

Regarding project timelines:

• Reasonable delays do not qualify for refunds
• Delays caused by client are not grounds for refunds
• Significant delays caused by us may result in partial refunds
• Force majeure events are excluded from refund consideration

4. Video Editing Services Refunds

4.1 Service Packages

Video editing packages follow similar principles to custom VFX work:

• Initial consultation and project setup fees are non-refundable
• Work completed prior to cancellation is non-refundable
• Unused service hours may be refunded or credited

4.2 Quality Standards

We guarantee:

• Professional-quality editing meeting industry standards
• Work delivered in agreed format and specifications
• Included revisions to address feedback
• Compliance with technical requirements provided

4.3 Client Responsibilities

Clients must:

• Provide clear specifications and requirements
• Supply usable source material
• Provide timely feedback during revision stages
• Approve final deliverables within agreed timeframe

5. Subscription Services

5.1 Monthly Subscriptions

For monthly subscription services:

• Cancel anytime before next billing cycle
• No refunds for partial months
• Access continues until end of paid period
• Unused downloads do not carry over

5.2 Annual Subscriptions

For annual subscription services:

• 14-day money-back guarantee from purchase date
• After 14 days, no refunds on annual plans
• Pro-rated refunds may be considered in exceptional circumstances
• Account must not have excessive download activity

6. Refund Process and Timeline

6.1 How to Request a Refund

To request a refund:

1. Email info@greenonestudio.com with subject "Refund Request"
2. Include order number, purchase date, and transaction ID
3. Clearly explain reason for refund request
4. Provide supporting documentation if applicable
5. Specify preferred refund method

6.2 Review Process

Upon receiving your refund request:

• We will acknowledge receipt within 1-2 business days
• Request will be reviewed within 5-7 business days
• We may request additional information
• You will be notified of our decision via email
• Approved refunds are processed within 5-10 business days

6.3 Refund Methods

Approved refunds are issued through:

• Original payment method (primary option)
• Store credit (if original method unavailable)
• Bank transfer for large amounts

6.4 Processing Time

Refund processing times:

• Credit card refunds: 5-10 business days
• PayPal refunds: 3-5 business days
• Bank transfers: 7-14 business days
• Actual credit to account depends on financial institution

7. Partial Refunds

Partial refunds may be issued when:

• Project is partially completed and usable
• Some deliverables meet specifications, others do not
• Minor issues affect limited portions of work
• Compromise is reached between parties

Partial refund amounts are determined by:

• Percentage of work completed
• Usability of delivered materials
• Value provided vs. value promised
• Costs incurred by our company

8. Credits and Store Value

8.1 Account Credits

In some cases, we may offer account credits instead of refunds:

• Credits never expire
• Can be used for any of our services or products
• Non-transferable to other accounts
• Cannot be redeemed for cash

8.2 Credit Value

Credits may be offered at:

• Equal value to refund amount
• Enhanced value (e.g., 110% credit vs. 100% refund)
• Bonus credits for choosing store value over refund

9. Chargebacks and Disputes

9.1 Chargeback Policy

If you initiate a chargeback or payment dispute:

• Your account may be immediately suspended
• Access to downloads and services will be revoked
• We will provide evidence to payment processor
• Proven fraudulent chargebacks may result in legal action
• Account may be permanently banned

9.2 Contact Us First

Before initiating a chargeback:

• Contact our support team to resolve the issue
• Most issues can be resolved quickly and amicably
• Chargebacks should be a last resort
• Direct communication often leads to better outcomes

10. Exceptions and Special Circumstances

10.1 Technical Failures

If our systems fail and prevent service delivery:

• Full refunds or credits will be issued
• Compensation for any proven damages
• Extended access to make up for downtime

10.2 Unauthorized Purchases

For unauthorized account access or fraudulent purchases:

• Report immediately upon discovery
• Full refunds for verified unauthorized transactions
• Account security review and enhancement
• Cooperation with fraud investigations

10.3 Force Majeure

Events beyond our control (natural disasters, wars, pandemics, etc.):

• May affect our ability to deliver services
• Refunds evaluated on case-by-case basis
• Alternative solutions offered when possible
• Timeline extensions provided without penalty

11. Consumer Rights

This policy does not affect your statutory rights as a consumer. Depending on your jurisdiction, you may have additional rights including:

• Right to cooling-off period for distance sales
• Right to refund for faulty goods or services
• Right to compensation for misrepresented products
• Right to dispute resolution through consumer protection agencies

These rights vary by location and cannot be waived by this policy.

12. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with updated date
• Apply to purchases made after the effective date
• Not affect terms of existing agreements
• Be communicated to active subscribers via email

13. Contact Information

For refund requests, questions, or concerns about this policy:

14. Dispute Resolution

If you are unsatisfied with our refund decision:

1. Request escalation to management for review
2. Provide any additional relevant information
3. Allow 5-7 business days for management review
4. Consider mediation if agreement cannot be reached
5. Pursue legal remedies as a final option

We value your business and satisfaction. While we cannot accommodate all refund requests, we are committed to fair treatment and reasonable solutions. Thank you for choosing Green One Studio.