1. Refund before work begins
A one-time project is eligible for a full refund if you cancel before processing or editing begins. If duplicate or incorrect charges occur, contact us promptly so we can investigate and correct them.
2. After processing begins
Because processing, storage and editing resources are committed once work starts, payments are normally non-refundable for a change of mind. If we cannot deliver the purchased service, materially miss the agreed brief, or the platform fails in a way we cannot reasonably correct, we will first offer a correction or reprocessing and then, where appropriate, a partial or full refund or service credit.
3. Included revision
Each paid video includes one revision unless the plan clearly states otherwise. Submit one consolidated revision request within seven calendar days after delivery of the first cut. The included revision covers reasonable changes within the original brief, such as correcting captions, adjusting an approved cut, balancing audio, fixing colour inconsistency or restoring a must-keep moment identified before editing.
4. Work outside the included revision
A new creative direction, replacement source footage, a substantially different duration, a different campaign concept, additional platform formats, new graphics or requests submitted after the revision window may require a new quote. We will disclose any additional price before starting that work. Additional standard revisions are expected to begin at $25 CAD.
5. Customer-supplied material
Refunds are not ordinarily provided for defects already present in source media, missing permissions, inaccurate customer instructions, late or incomplete materials, or third-party platform rejection outside our control. We will explain practical alternatives when possible.
6. Requesting a refund or correction
Email info@infosofttech.ca with the order email, project number, problem and requested resolution. We aim to acknowledge requests within two business days. Approved card refunds are returned to the original payment method; bank posting time depends on the payment provider.
7. Legal rights
This policy does not limit rights and remedies that cannot be waived under applicable consumer-protection law. When a valid statutory cancellation requires a refund, we will issue it within the period required by law.
Email info@infosofttech.ca. We aim to respond within two business days.