Refund and Cancellation Policy
Last updated
In short: cancel within 7 days of paying the advance, before production starts, and 80% of the advance is refunded. After 7 days, or once production has started, the advance is kept. If we cancel, cannot deliver, or cannot put right a video that does not match the brief, you are refunded what you paid for that work. Refunds go back by the way you paid.
This page sets out when you get money back, in plain terms. It forms part of our Terms of Service, which govern every project.
If you cancel
You can cancel at any time by telling us in writing. What happens to your advance depends on when you cancel.
| When you cancel | What happens |
|---|---|
| Within 7 days of paying the advance, before production has begun | 80% of the advance is refunded. We keep 20% for booking, scheduling and administration |
| More than 7 days after paying the advance, before production has begun | The advance is not refunded |
| After production has begun | The advance is not refunded |
| After first delivery | The advance is not refunded, and the balance remains due for the work completed |
"Production has begun" means we have started generating and editing your video, which happens after the advance is received and the brief and script are approved. We will tell you when it starts, so you always know which side of the line you are on.
When we refund you
- You cancel within 7 days of paying the advance, before production has begun: 80% of the advance is refunded.
- We cancel, or cannot deliver the video: anything you paid for work not delivered is refunded in full.
- We decline the project because the script cannot be made compliantly (see our AI Content Policy): anything you paid for work not delivered is refunded in full.
- A delivered video does not match the agreed brief, or has a technical fault, and we cannot put it right: the part of the fee for that work is refunded. Tell us within 14 days of delivery.
- You paid more than you owed, or paid twice: the extra is refunded.
What is not refunded
- The 20% kept when you cancel within the first 7 days, and the whole advance if you cancel after 7 days or once production has begun.
- Fees for revisions and additional work you asked for and received.
- Bank charges, currency conversion costs and any tax deducted at source.
- Any dispute about taste alone. A video that matches the approved brief is delivered work, although you still have your included revisions.
How to ask for a refund
Email support@naziadigital.com with "Refund" in the subject line, your name, the project and what happened.
- We acknowledge your request within 48 hours.
- We tell you our decision, and the reason for it, within 7 working days.
- If a refund is due, we pay it within 7 working days of agreeing it.
How refunds are paid
A refund goes back to the account you paid from, by the same method. For international payments, refunds are made in the same currency we received, and the amount you receive may differ slightly because of bank charges and exchange rates, which are outside our control.
If you paid through an online payment gateway, the refund is sent back through the same gateway to your original card, UPI account or bank account. After we send it, your bank or card issuer may take a further 5 to 7 working days to show it. Gateway charges on a payment are covered by the 20% we keep when you cancel early, and are not deducted from your refund a second time. When we cancel or cannot deliver, we refund you in full and bear those charges ourselves.
The free sample draw
The free sample video draw costs nothing to enter, so there is nothing to refund. Its rules are in the Terms.
If we disagree
Tell us first. Most refund questions are settled in one email. If we cannot agree, the dispute process in our Terms applies.
Contact
Nazia Digital, India. Email: support@naziadigital.com.