At FrameX Media, we aim to provide professional video editing and post-production services that meet the agreed project requirements.
Because our services involve customized creative work performed specifically for each client, refunds and cancellations are handled according to the amount of work completed and the specific circumstances of the project.
1. Custom Creative Services
Most FrameX Media projects are customized services rather than standard physical products.
Once our team begins working on a project, time and creative resources are allocated specifically to that project.
For this reason, a full refund may not be available once production has started.
2. Cancellation Before Work Begins
If you cancel a project before our team begins work, you may be eligible for a refund depending on the payment arrangement and any non-refundable fees that were disclosed before payment.
Please contact us as soon as possible if you need to cancel.
3. Cancellation After Work Begins
If you cancel after production has started, FrameX Media may retain an amount corresponding to work already completed.
Any remaining refundable balance, if applicable, will be determined based on the project’s payment terms and the work completed at the time of cancellation.
4. Deposits
If a project requires a deposit, the deposit may be non-refundable once production has started because it reserves production capacity and covers initial project work.
Any exceptions will be handled on a case-by-case basis.
5. Revisions
Our services may include a specified number of revisions depending on the package or project agreement.
A revision request should relate to the agreed creative direction and original project requirements.
Requests for significant changes outside the original scope may require an additional fee.
6. Dissatisfaction With a Final Video
If you are not satisfied with the first version, please provide specific and actionable feedback within the agreed review period.
Our team will work with you to address reasonable revisions covered by your package.
A dislike of a creative direction that was previously approved or a substantial change in project requirements may not qualify for a full refund.
7. Delays Caused by the Client
Project timelines may be affected if the client:
- Delays sending footage
- Provides incomplete materials
- Delays feedback
- Changes project requirements
- Requests additional work
- Fails to respond within the agreed review period
Such delays generally do not qualify for a refund.
8. Duplicate Payments
If you accidentally make a duplicate payment for the same service, contact us as soon as possible.
After verification, an eligible duplicate payment may be refunded.
9. Technical Issues
If a technical issue prevents us from delivering the agreed service, we will make reasonable efforts to resolve the issue or provide an alternative solution.
If we are unable to complete the project due to an issue entirely within our control, the appropriate refund or credit will be determined based on the circumstances and work already completed.
10. Non-Refundable Third-Party Costs
Costs paid to third-party providers on your behalf may not be refundable where the third party does not provide a refund.
This may include certain licensed assets, stock footage, music, fonts, software-related services, or other project-specific purchases.
11. How to Request a Refund
To request a refund or cancellation, contact us with:
- Your name
- Email address
- Project/order information
- Reason for the request
- Relevant payment information
Send your request to:
We will review the request and respond with the applicable next steps.
12. Refund Processing
Where a refund is approved, it will generally be processed through the original payment method where possible.
The time required for the funds to appear in your account may depend on your bank, card provider, payment processor, or other financial institution.
13. Policy Changes
FrameX Media may update this Refund & Cancellation Policy when necessary.
The latest version will always be published on this page with the updated date.
14. Contact Us
For questions about cancellations or refunds:
FrameX Media
Email: hello@framexmedia.com
WhatsApp: +1 (540) 605-0883