Refund & Cancellation Policy

1. Custom Creative Services

DCS provides customized creative services rather than standard ready made products.

Our work may involve:

• AI video production
• CGI video production
• UGC video production
• Real estate videos
• Product videos
• Branding videos
• Advertising creatives
• Social media video ads
• Creative concepts
• Script development
• AI generated visuals
• Voice production
• Video editing
• Animation
• Post production
• Creator coordination
• Campaign creative production
• Other related video production services

Because these services are produced specifically for each client production costs may begin immediately after a project is confirmed.

2. Before Production Begins

If a client requests cancellation before DCS has started any work or committed any project related costs the client may request a refund.

Any approved refund may be subject to payment gateway charges banking charges currency conversion costs or other non recoverable transaction costs where permitted by applicable law.

DCS will review the status of the project before confirming whether a refund is available.

3. After Production Has Started

Once work on a custom project has started payments are generally non refundable to the extent permitted by applicable law.

Production is considered started when DCS begins or commissions any part of the agreed service.

This may include:

• Creative research
• Concept development
• Script writing
• Storyboarding
• Creative direction
• AI image generation
• AI video generation
• Character development
• Voice generation
• CGI production
• Animation
• Video editing
• Creator selection
• Creator booking
• Production planning
• Asset preparation
• Rendering
• Post production
• Campaign creative preparation
• Any other work required to produce the client's project

A project does not need to have reached final video production for work to be considered started.

4. Advance Payments

Advance payments reserve production capacity and allow DCS to begin work on the project.

Once production has started an advance payment may become non refundable to the extent it relates to work performed resources reserved and costs committed by DCS.

If the project has not started DCS may consider a cancellation request according to the circumstances of the order and applicable law.

Full Payments

Where a client pays the full project amount in advance cancellation after production begins does not automatically entitle the client to a full refund.

DCS may determine any refundable amount based on work already completed production resources used third party costs creator commitments and other reasonable project expenses.

Where the value of work and committed costs equals or exceeds the amount paid no refund may be due subject to applicable law.

5. Change of Mind

A change of mind after production has started does not automatically qualify for a refund.

This includes situations where the client decides:

• Not to use the video
• Not to launch the campaign
• To change the product
• To change the property
• To change the offer
• To change the brand direction
• To stop advertising
• To use another agency
• To change the original creative direction
• To discontinue the business or campaign

DCS will remain entitled to payment for work already performed and costs already committed.

6. Creative Preference

Creative production involves professional and subjective judgment.

A client disliking a creative style after DCS has produced work according to the approved brief does not automatically create a right to a refund.

Where revisions are included in the purchased service DCS will provide revisions according to the agreed revision terms.

Clients are encouraged to provide clear references brand guidelines expectations and feedback before production begins.

7. AI Generated Videos

Clients purchasing AI video services acknowledge that generative production may involve natural variations in characters objects backgrounds movement voices lighting and other visual details.

Minor imperfections or variations that are reasonably associated with generative production do not automatically qualify a project for a refund.

DCS will make reasonable efforts to correct material issues that fall within the agreed project scope and available revision allowance.

CGI Videos

CGI production requires creative development modeling animation rendering editing and other production resources.

Once CGI production has started payments relating to completed or committed work are generally non refundable to the extent permitted by applicable law.

Changes to the product design packaging dimensions materials environment or creative direction after production begins may require additional payment.

8. UGC Videos

UGC projects may require DCS to reserve creators actors presenters production resources or other third party services.

Creator booking fees production expenses shipping costs and other committed third party costs may be non refundable once incurred.

If a selected creator becomes unavailable DCS may offer a suitable replacement where reasonably possible.

Creator unavailability alone does not automatically require cancellation of the entire project if DCS can reasonably provide an alternative.

9. Real Estate Videos

Real estate clients are responsible for confirming property information before production.

A project does not qualify for a refund merely because property availability pricing developer information campaign plans or market conditions change after production begins.

Changes requested because a property or offer has changed may be treated as additional work.

Product Videos

Clients are responsible for confirming product details packaging branding features prices and promotional offers before production.

Changes to a product or its packaging after production has started do not automatically qualify for a refund.

Where the client requests the video to be recreated because product information has changed additional production charges may apply.

10. Revisions

Revision requests are not cancellation requests.

DCS will provide the number of revisions included in the client's package quotation or agreement.

Revisions must remain reasonably consistent with the original approved brief.

A complete change in concept script style campaign objective product creative direction or project requirements may be considered new work and may require additional payment.

Unused revisions have no cash value and cannot be exchanged for a refund.

Delayed Client Feedback

Clients are responsible for providing information approvals and feedback within a reasonable period.

If a project is delayed because the client does not respond provide materials or approve required stages the delay does not create a right to a refund.

DCS may place an inactive project on hold.

Restarting a project after a significant period of inactivity may be subject to availability revised timelines or additional costs where additional work is required.

11. Client Cancellation

Cancellation requests must be communicated to DCS through an official communication channel.

The cancellation date will be the date on which DCS receives the request.

DCS will review the work completed and costs committed up to that date.

Any amount legitimately due for completed work or committed project expenses may be deducted from any refund that would otherwise be available.

Cancellation by DCS

DCS may cancel or suspend a project where the client fails to make required payments provides unlawful or unauthorized material requests prohibited content engages in abusive conduct or creates unreasonable legal financial or reputational risk.

Where DCS cancels a project for reasons not caused by the client DCS will review the work completed and determine an appropriate resolution which may include completion of outstanding deliverables replacement services or a refund for the portion of services that has not been provided.

Where cancellation results from the client's breach the client remains responsible for work already performed and costs already incurred.

Missed Deadlines

Estimated delivery dates are based on the information available when the project is confirmed.

A reasonable production delay does not automatically qualify the project for a refund.

Timelines may be affected by delayed client feedback creator availability technical production requirements third party services or circumstances outside the reasonable control of DCS.

If DCS is unable to provide a material part of the agreed service the parties will work toward an appropriate resolution in accordance with the agreement and applicable law.

12. Advertising Performance

The performance of an advertisement is not a basis for requesting a refund for completed creative production.

DCS does not guarantee any specific level of:

• Sales
• Revenue
• Leads
• Bookings
• Enquiries
• Conversions
• Views
• Reach
• Engagement
• Return on advertising spend

Advertising results depend on factors beyond the video itself including the product offer pricing audience campaign budget competition market demand landing experience sales process and advertising platform.

A video that does not achieve the commercial result expected by the client does not mean that the production service was not delivered.

Meta Advertising

Meta operates independently from DCS.

Advertisement rejection account restriction campaign suspension changes in advertising costs algorithm changes or other decisions made by Meta do not automatically qualify a client for a refund of DCS production fees.

Where DCS is providing campaign management we may assist with reasonable adjustments according to the purchased service.

Advertising spend paid directly to Meta is controlled by Meta and is not refundable by DCS.

13. Third Party Costs

Certain projects may require third party expenses.

These may include:

• Creator fees
• Voice artist fees
• Stock assets
• Licensed media
• Production resources
• Specialized software
• External production services
• Shipping expenses
• Other project specific costs

Third party costs that have already been paid or committed may not be recoverable and may therefore be deducted from any refund where legally permitted.

Completed Projects

Once the agreed final deliverable has been completed and delivered a refund will generally not be available merely because the client later decides not to use the content.

Any genuine technical or delivery issue should be reported to DCS within a reasonable period after delivery.

Where an issue falls within the agreed scope DCS may first be given a reasonable opportunity to review and correct the issue where appropriate.

Duplicate Payments

If a client is accidentally charged twice for the same invoice or makes a confirmed duplicate payment the client should contact DCS.

Once verified DCS will arrange for the duplicate amount to be returned through an appropriate payment method.

Any processing time may depend on the bank or payment provider.

Refund Method

Where a refund is approved DCS will normally return the eligible amount through the original payment method where reasonably possible.

Processing times may vary depending on banks payment gateways card providers and international payment systems.

DCS is not responsible for processing delays caused by an independent financial institution or payment provider.

Currency and International Transactions

International payments may involve currency conversion bank charges payment gateway fees and other transaction costs.

Where a refund is approved the final amount received by the client may be affected by exchange rates and charges imposed independently by banks or payment providers.

DCS is not responsible for differences resulting solely from exchange rate movements or independent banking charges.

Chargebacks and Payment Disputes

Clients should contact DCS before initiating a chargeback or payment dispute so that we have a reasonable opportunity to investigate and resolve the issue.

Submitting a payment dispute does not remove the client's responsibility to pay for services properly provided or costs legitimately incurred.

DCS may provide project records invoices approvals communications delivered files and other relevant evidence to a bank payment provider or other authorized party when responding to a payment dispute.

Nothing in this section prevents a client from exercising any legal right available to them.

14. Refund Requests

A refund request should include sufficient information for DCS to identify and review the project.

This may include the client's name company name invoice or order information project details reason for the request and any supporting information.

DCS may request additional information where reasonably necessary to investigate the request.

Review of Refund Requests

Submitting a refund request does not mean that a refund has automatically been approved.

DCS will review the project status work completed costs incurred approvals provided and the reason for the request.

Where a refund is legally required DCS will comply with the applicable requirement.

Where a refund is discretionary DCS may determine the appropriate amount based on the circumstances of the project.

15. No Waiver of Legal Rights

Nothing in this Refund and Cancellation Policy is intended to remove or restrict any right that cannot lawfully be excluded under applicable law.

Where applicable consumer protection law provides a client with mandatory rights those rights will continue to apply.

Relationship With Other Terms

This Refund and Cancellation Policy should be read together with the DCS Terms and Conditions Privacy Policy applicable quotation invoice and any Service Agreement entered into with the client.

If a separately signed Service Agreement contains specific cancellation or refund terms those terms will apply to the relevant project to the extent permitted by applicable law.

Changes to This Policy

DCS may update this Refund and Cancellation Policy to reflect changes in our services production processes business practices or applicable requirements.

The latest version will be published on the DCS website.

16. Contact DCS

For cancellation or refund related enquiries please contact DCS through the official contact details available on our website.