Fair, specific, and not mysterious

Digital products and booked production time behave differently, so this policy treats them differently. It does not remove any refund, cancellation, or consumer rights that cannot legally be limited in your location. A signed proposal or order page may contain more specific terms.

Digital products

Because downloadable files can be accessed immediately and cannot truly be returned, purchases are generally final once the download, access link, or licence has been supplied. Please check software, format, version, storage, and compatibility details before buying.

When we will review a refund

• You were charged twice for the same product in a clearly duplicated transaction.

• The delivered files are materially corrupted, incomplete, or different from the product description, and we cannot provide a working replacement within a reasonable time.

• You did not receive access because of an error on our side and support cannot restore it.

• Applicable law gives you a non-waivable right to a refund or withdrawal.

A change of mind, not reading the product description, unsupported software, insufficient hardware, or deciding the asset is not the right creative taste is normally not a defect. Contact us promptly with the order details, product name, software version, and screenshots or error information so we can solve the actual problem first.

Creative-service bookings

A deposit or booking fee may reserve production dates, crew, planning time, or third-party resources. Unless the project agreement says otherwise, work already performed and non-recoverable commitments remain payable if the project is cancelled, paused, or materially reduced.

Cancellation and rescheduling

• Tell us as early as possible. More notice gives everyone a better chance to recover dates, rentals, locations, and travel.

• Non-refundable third-party costs remain chargeable. A cancellation fee may apply based on notice, work completed, and time that could not reasonably be rebooked.

• One reschedule may be moved to a mutually available date where the agreement allows and committed resources can be transferred.

• Weather, illness, access failures, safety concerns, or force-majeure events are handled reasonably under the project agreement and may require a revised plan rather than an automatic refund.

Scope changes and revisions

A refund is not the usual remedy for a changed brief, new deliverable, delayed approval, or additional revision round. Those are handled as scope changes with a revised estimate, schedule, or both. If Sequence cannot deliver a material part of the agreed scope and no suitable alternative is accepted, the affected undelivered portion will be credited or refunded as appropriate.

How approved refunds are paid

Approved refunds are normally returned to the original payment method. Bank, card, and platform processing times are outside our control. We may request enough information to confirm the purchaser, transaction, and issue before approving a refund.

Chargebacks

Please contact us before opening a chargeback so we can investigate missing access, duplicate billing, or a technical issue. Fraudulent or abusive chargebacks may result in suspended download access, terminated licences, and recovery of reasonable costs where permitted.

Start a request

Use the contact page or email videopros@email.com with your name, order or invoice reference, product or project name, purchase date, and a concise explanation. For file problems, include the app version and what happened when you tried to use the asset.