If your plans change, contact us promptly.
We understand that project plans can change. Send us a cancellation request with your order number and we’ll confirm the project stage and explain the next step.
This page describes how standard Explain8 packages are intended to work. The seller details, the refund schedule, and other final legal terms are still being completed, so online checkout stays switched off and no payment is taken. We will publish the final, dated version here before we accept any order.
Questions about the scope? Contact us.
Send a cancellation request through your project messages, or use the request form below, and include your order number.
Before work starts
If we have not started any paid project work, we will cancel the order and refund the amount paid for the cancelled work.
After work has started
Discretionary cancellation requests are subject to any rights that cannot legally be excluded. The stage-by-stage schedule that says how much is refunded once script preparation, video production, a first draft, or an optional add-on has started is being finalized. It will be shown here and before you pay.
We’ll explain any amount retained for work completed and identify the relevant order terms. We will not treat a message asking about cancellation as approval for additional work.
If we cannot deliver the agreed scope
We’ll contact you to explain the issue and discuss an appropriate correction, revised arrangement, or refund for the undeliverable work. If the delivered video differs from the approved scope, tell us what is wrong so we can investigate and propose a remedy.
Production errors and creative changes
We correct production errors we introduce without charging for a creative revision. A change of preference or a new direction is handled through the revision or scope-change process. This distinction does not limit applicable rights or remedies. See delivery and revisions for how feedback works.
How refunds are issued
Approved refunds are returned to the original payment method where possible. The time within which we initiate approved refunds will be stated here and before payment. Your payment provider may take additional time to show the credit.
Your rights
Nothing in this policy excludes rights that cannot legally be excluded. Where mandatory cancellation rights apply, they take priority over a less favorable discretionary policy. Any applicable cancellation period, required form, and effect of requesting early performance will be disclosed before purchase.
Request a cancellation
Submitting this request does not, by itself, confirm a particular refund amount. We’ll review the project stage and reply with the applicable next steps.
Online ordering is not open yet, so there are no online orders to cancel. If you arranged a project with us directly, use this form and quote that order number.