Refund Policy
Effective Date: May 2026
At Firovisual, we are committed to a transparent, collaborative process that ensures you are happy with the final result. Because our work involves custom creative labour and dedicated time, our refund policy is designed to be fair to both your investment and our creative team.
1. The Collaborative Guarantee
We aim to prevent the need for refunds by building approval milestones into our workflow:
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Initial Concept: We begin by discussing your vision and creative concept to ensure we are the right fit for your goals before any work starts.
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Project Exploration: We explore your media and assets early on to align on the project's vibe and direction.
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The Initial Cut: We provide an initial edit or cut to test transitions and rhythm, allowing you to provide feedback before we move to the final polish.
2. Refund Eligibility
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Full Refunds: A full refund of your deposit is available if you cancel the project at least 48 hours before the initial creative concept discussion or project exploration begins.
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Partial Refunds: Once work has commenced on the initial edit or cut, the deposit becomes non-refundable to cover the creative labor and time already invested. However, if you are unsatisfied with the direction of the first draft, you may cancel the project and will not be billed for the final balance.
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Non-Refundable Phase: Once the project is finalised and the finished product—which you have reviewed and approved—is delivered, we are unable to offer refunds.
3. Revisions vs. Refunds
Because our goal is to create a finished product that you love, we prioritize revisions over refunds. If the initial cut doesn't hit the mark, we will work with you through the agreed-upon number of revision rounds to adjust the pacing, energy, and details until it aligns with your vision.
4. Technical Issues
In the unlikely event that Firovisual cannot complete a project due to internal technical failure or unforeseen circumstances, a full refund of all payments (including the deposit) will be issued immediately.
5. How to Request a Refund
To discuss a cancellation or refund, please contact us directly via email. We handle every request personally to ensure a fair resolution that respects both your project's needs and our creative process.