1. Our services are custom work
Everything we make is produced to your brief, so time and costs start as soon as work begins. This policy explains what happens if you cancel.
2. Cancelling a monthly retainer
- You can cancel at any time with 30 days' written notice to info@hexcreatives.net.
- Cancellation stops future billing. The current month already paid for is delivered in full and is not refunded.
- If you cancel before work on a new billing cycle has started, the payment for that cycle is refunded in full.
3. Paid pilots and one-off projects
- Cancelled before work begins (before script research starts): full refund.
- Cancelled after work begins but before delivery: we refund the value of the work not yet started, less work already completed, which we hand over to you.
- After delivery: no refund, but revisions are available as described in our Terms and Conditions.
4. If we can't deliver
If we fail to deliver the agreed work, or end the engagement ourselves, we refund the full amount for any undelivered videos.
5. How refunds are paid
Approved refunds are processed within 5–7 working days to the original payment method. Depending on your bank and the currency, it can take a further 5–10 working days to reach your account. Bank and currency conversion charges from third parties can't be refunded by us.
6. How to request a refund
Email info@hexcreatives.net with your company name and invoice number. We confirm receipt within 2 working days.