Why this policy exists
Video editing is custom work: once an editor has spent hours inside your footage, that time can't be restocked like a physical product. This page says exactly when you get your money back, so nobody has to guess. It covers every payment made to FLOOWLA, including payments taken through Stripe.
Cancel any time before editing begins — deposit included.
We stop, hand over what exists, refund the work not yet done.
Once you approve the final files, the project is complete.
Tell us before the next billing date and you aren't charged again.
One-off projects
- Before work begins — cancel and we refund 100% of what you've paid, deposit included.
- While work is in progress — email us and we stop, deliver whatever exists at that point, and refund the portion of your payment covering work not yet performed, calculated pro-rata against the agreed scope. The part of the deposit covering work already done is not refundable.
- After final delivery and approval — once you approve the final files, or the [7]-day approval window in our Terms passes, the project is complete and payments are non-refundable.
Monthly retainers
- Cancel any time by emailing us at least [7] days before your next billing date — you simply aren't charged again, and we finish the current month's deliverables as normal.
- Payment for a period that has already started isn't refundable once editing work for that period has begun.
- If we haven't started any work in the current period, we refund it in full.
If something is wrong with the work
If a deliverable doesn't match the Order — wrong format, missing agreed elements, technical defects — tell us within [7] days of delivery and we fix it as a priority, at no cost. If we still can't deliver what was agreed after a reasonable number of attempts, you get a refund for that deliverable.
How refunds are paid
Approved refunds go back to your original payment method through Stripe, usually within [5–10] business days of confirmation. We never ask for card details by email. If your bank adds processing time, that part is outside our control.
Chargebacks
If a charge looks wrong, email hello@floowla.studio first — we settle almost everything within one business day, which is far faster than a bank dispute. Chargebacks filed without contacting us, for work delivered as agreed, will be contested with our project records.
How to request a refund
Email hello@floowla.studio from the address used to place the order, with your project name or invoice number. We confirm receipt within [1] business day and resolve refund requests within [5] business days.