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At Comfortstrscenti, we are committed to delivering high-quality media production services that meet and exceed your expectations. This Return Policy outlines the terms and conditions regarding cancellations, refunds, and modifications to our services. We understand that circumstances can change, and we strive to be as flexible as possible while maintaining fair business practices.
This policy applies to all services provided by Comfortstrscenti, including but not limited to video production, post-production, editing, animation, creative consulting, and related media services. By engaging our services, you acknowledge that you have read, understood, and agreed to this Return Policy.
When you engage our services, we typically require a deposit to secure your project booking and begin the initial planning and resource allocation. The deposit amount varies depending on the scope and scale of the project but generally ranges from 30% to 50% of the total project cost.
This deposit serves multiple purposes: it confirms your commitment to the project, allows us to allocate our team and resources specifically for your project, covers initial planning and pre-production costs, and ensures that we can dedicate the necessary time and expertise to your project without the risk of last-minute cancellations.
Deposits are non-refundable once work has commenced on your project. Work is considered to have commenced when we begin any of the following activities: initial consultation and planning meetings, script development or storyboarding, resource allocation and scheduling, location scouting or studio booking, equipment reservation, or any other preparatory work specific to your project.
Cancellation Before Work Commences: If you need to cancel your project before any work has begun, you may be eligible for a full refund of your deposit, minus an administrative fee of 10% to cover our initial consultation and proposal preparation costs. To qualify for this refund, you must provide written notice of cancellation.
Cancellation After Work Commences: Once work has begun on your project, cancellations will be subject to charges based on the work completed and resources allocated. You will be responsible for paying for all work completed up to the point of cancellation, including but not limited to planning, pre-production, production days, editing time, and any third-party costs incurred on your behalf.
Cancellation During Production: If you cancel during the production phase, you will be charged for all completed work, all scheduled production days regardless of whether they have occurred, any equipment rentals or location fees that cannot be cancelled, any third-party services that have been contracted, and a cancellation fee of 25% of the remaining project balance to cover lost opportunity costs.
Cancellation During Post-Production: If you cancel during post-production, you will be charged for all production work completed, all post-production work completed to date, and a cancellation fee of 15% of the remaining project balance. You will receive all raw footage and work completed up to the point of cancellation.
Refunds are handled on a case-by-case basis and are subject to the following conditions:
Service Not Delivered: If we fail to deliver the agreed-upon services due to circumstances within our control, you are entitled to a full refund of all payments made. This does not apply to delays caused by client-side issues, such as failure to provide necessary materials, feedback, or approvals in a timely manner.
Quality Issues: If the final deliverables do not meet the specifications outlined in our service agreement, we will first attempt to rectify the issues through revisions at no additional cost. If, after reasonable revision attempts, the deliverables still do not meet the agreed specifications, you may be eligible for a partial refund. The refund amount will be determined based on the extent of the quality issues and the work completed.
Partial Refunds: In cases where a project is partially completed or where some deliverables meet specifications while others do not, we may issue a partial refund. The refund amount will be calculated based on the percentage of work completed satisfactorily versus the total project scope.
Refund Processing: Approved refunds will be processed within 14 business days of approval. Refunds will be issued to the original payment method used for the transaction. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.
We want you to be completely satisfied with our work. Our service packages include a specified number of revision rounds, as outlined in your service agreement. Revisions must be requested within the timeframe specified in your agreement, typically within 14 days of receiving the deliverables.
Included Revisions: The number of included revisions varies by service package. Essential packages typically include 2 rounds of revisions, Professional packages include 4 rounds, and Premium packages may include unlimited revisions within a specified timeframe.
Scope of Revisions: Revisions must be within the scope of the original project brief. Requests that significantly alter the project scope, introduce new elements not in the original brief, or require substantial additional work may be subject to additional charges.
Additional Revisions: If you require revisions beyond those included in your package, additional revision rounds can be purchased. The cost for additional revisions will be communicated to you before any work begins.
We understand that creative projects can evolve, and you may wish to make changes to the project scope after work has begun. We are happy to accommodate reasonable modifications, subject to the following conditions:
Minor Modifications: Small changes that do not significantly impact the project timeline or resource allocation can typically be accommodated at no additional charge. Examples include minor script adjustments, small changes to color preferences, or slight modifications to existing elements.
Major Modifications: Significant changes to the project scope, such as adding new scenes, changing the project direction substantially, or requesting additional deliverables not in the original agreement, will require a revised quote and may extend the project timeline. You will be provided with a detailed breakdown of additional costs before any additional work begins.
Timeline Extensions: If modifications result in timeline extensions, we will work with you to establish a new delivery schedule. Please note that timeline extensions may affect our ability to accommodate your project within your desired timeframe, especially during busy periods.
To ensure smooth project execution and avoid delays or additional costs, clients are responsible for:
Providing all necessary materials, assets, and information in a timely manner as outlined in the project timeline; providing clear, consolidated feedback during revision rounds; responding to requests for approval or feedback within the timeframes specified in the service agreement; ensuring that all provided materials do not infringe on third-party copyrights or intellectual property rights; making payments according to the agreed payment schedule.
Failure to meet these responsibilities may result in project delays, additional costs, or in extreme cases, project cancellation. If a project is delayed by more than 30 days due to client-side issues, we reserve the right to cancel the project and retain all payments made to date.
Neither party shall be liable for any failure or delay in performing their obligations under the service agreement where such failure or delay results from any cause beyond the reasonable control of that party. Such causes include, but are not limited to, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation facilities, fuel, energy, labor, or materials.
In the event of force majeure, the affected party will notify the other party as soon as possible. We will work together to find a reasonable solution, which may include extending deadlines, modifying the project scope, or in extreme cases, cancelling the project with a fair settlement of costs incurred.
Upon full payment of all fees, you will receive the agreed-upon deliverables and the rights specified in your service agreement. However, until full payment is received, all work product, including raw footage, project files, and final deliverables, remains the property of Comfortstrscenti.
If a project is cancelled before completion, you will receive all completed work upon payment of all fees due up to the point of cancellation. We retain the right to use project work in our portfolio and marketing materials unless otherwise specified in a separate agreement.
We are committed to resolving any disputes or concerns in a fair and timely manner. If you are dissatisfied with our services or have a concern about billing or deliverables, please contact us immediately. We will work with you to understand the issue and find a mutually acceptable solution.
Our dispute resolution process includes: initial contact with your project manager to discuss the concern, escalation to senior management if the issue cannot be resolved at the project level, mediation or negotiation to find a fair solution, and as a last resort, formal dispute resolution through the courts of Great Britain.
We encourage open communication throughout the project to address any concerns before they become significant issues.
Payment terms are specified in your service agreement and typically follow this structure: deposit due upon signing the agreement, progress payments at specified milestones, and final payment due upon delivery of final deliverables or within 14 days of invoice, whichever comes first.
Late payments may be subject to interest charges of 1.5% per month or the maximum rate permitted by law, whichever is lower. If payment is not received within 30 days of the due date, we reserve the right to suspend work on your project and pursue collection of outstanding amounts.
To the maximum extent permitted by law, Comfortstrscenti's total liability for any claims arising out of or related to our services shall not exceed the total amount paid by you for the specific services giving rise to the claim. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, or business opportunities.
We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting to our website. Your continued use of our services after any such changes constitutes your acceptance of the new Return Policy. We encourage you to review this policy periodically to stay informed about our practices.
If you have any questions about this Return Policy or need to request a cancellation or refund, please contact us:
Comfortstrscenti
2 Sheraton St, Soho, London, W1F 8BH
Phone: +44 (0)20 7158 031
Email: reachus@comfortstrscenti.world