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Refund Policy

Last updated: March 2026

Our Commitment to Your Satisfaction

We strive for 100% client satisfaction on every project. If you have concerns about your project, please contact your dedicated project manager before requesting a refund. We will do everything possible to resolve the issue.

Refund Eligibility

Refund requests are evaluated on a case-by-case basis. The following guidelines apply:

Before Production Begins

If you cancel your project before any work has begun, you are eligible for a full refund of any deposit paid, minus a 5% processing fee. Cancellation must be submitted in writing within 24 hours of project confirmation.

During Script Stage

If work has commenced on the script and you wish to cancel, you will receive a partial refund of 50% of the deposit paid, as we have already invested time and resources in understanding your project and developing the script.

During or After Storyboard Stage

Once the storyboard stage has begun or been completed, deposits are non-refundable. Significant work will have been invested in concept development, storyboarding, and creative direction.

During Production

Once the project is in active production (illustration, voice-over, or animation stage), no refunds will be issued. All milestone payments made are final.

Final Delivery

After the final video is delivered and approved, all payments are final. If you are not satisfied with the final video, please contact us before approval — we will work to address your concerns through the revision process.

Exceptions

Refunds may be granted outside these standard terms in cases where Video Explainers has failed to deliver the agreed-upon services, failed to meet the agreed timeline by more than 4 weeks without prior notification, or has produced work that clearly fails to meet basic professional standards despite multiple revision rounds.

How to Request a Refund

To request a refund:

  1. Contact your dedicated project manager directly to discuss your concerns
  2. If unresolved, email [email protected] with your project details
  3. Include your order number, project name, and reason for the refund request
  4. We will review your request and respond within 3 business days
  5. Approved refunds will be processed within 10 business days

Contact

For billing questions, contact us at: [email protected] or call +1 929 552 3638.