Refund Policy

01 General Policy Overview

Editaro Media provides professional digital media editing and formatting services. Unlike tangible goods, our services represent the irreversible expenditure of skilled labor, time, and creative effort. As a result, all payments made to Editaro Media are generally non-refundable once work has commenced, except as specifically outlined in this policy.

We are committed to delivering high-quality work that meets the agreed-upon project specifications. In situations where we have failed to deliver services as described in the written project proposal, we will work in good faith with the Client to find an appropriate remedy, which may include revisions, partial credit, or in qualifying cases, a partial refund.

All refund determinations are made at the sole discretion of Editaro Media, taking into account the amount of work completed, the nature of the dispute, and whether the Client fulfilled their own obligations under our Terms of Service.

02 Pre-Commencement Cancellations

If a Client wishes to cancel a project before any work has commenced, the following refund conditions apply:

• Cancellation before project intake is complete: If the Client cancels after payment but before project intake, source material review, or any production activity has begun, a full refund of any advance payment will be issued, less any non-recoverable administrative or transaction fees.
• Cancellation after project intake but before production: If project intake, scope review, or material assessment has been completed but no editing or formatting work has commenced, a refund of seventy-five percent (75%) of any advance payment will be issued. The remaining twenty-five percent (25%) covers the time invested in intake, assessment, and project preparation.

Refund requests for pre-commencement cancellations must be submitted in writing within forty-eight (48) hours of the most recent project communication. Cancellation requests received after work has commenced will be governed by the In-Progress Cancellation terms described in Section 03.

03 In-Progress Project Cancellations

If a Client requests cancellation of a project after production work has commenced, compensation will be assessed based on the proportion of work completed at the time of the cancellation request. The following framework applies:

1. Editaro Media will assess the percentage of work completed relative to the full agreed project scope at the time of cancellation;
2. The Client will be invoiced for the proportional value of completed work at the rates specified in the original project proposal;
3. Any advance payment received will be applied against the amount owed for completed work;
4. If the advance payment exceeds the value of completed work, the surplus will be refunded to the Client within fifteen (15) business days;
5. If the value of completed work exceeds the advance payment received, the Client will be invoiced for the outstanding balance, which is due within fourteen (14) calendar days.

Work-in-progress deliverables completed up to the point of cancellation will be provided to the Client upon receipt of full payment for completed work. Partial deliverables are provided as-is and without warranty of completeness or fitness for intended use.

04 Completed Deliverables

Once final deliverables have been delivered to the Client, all payments are considered final and non-refundable, subject to the exceptions described in Sections 05 and 06. Delivery is deemed complete when final files have been transmitted to the Client via the agreed delivery method, regardless of whether the Client has opened, reviewed, or acknowledged receipt of the files.

The Client is responsible for thoroughly reviewing all delivered files within the agreed review period. Concerns regarding the quality or accuracy of delivered work should be communicated in writing within seven (7) calendar days of delivery. Concerns raised after this period may not be eligible for remediation under our standard revision policy.

05 Revision Policy

Editaro Media's preferred method of resolution for quality concerns is through revisions rather than refunds. Our revision policy is as follows:

• Included Revisions: Each project includes a defined number of revision rounds as specified in the project proposal. Revisions within scope are completed at no additional charge within the standard project timeline.
• Scope of Included Revisions: Included revisions cover adjustments to work already completed that does not meet the specifications outlined in the original project brief. Revisions do not include changes to the project scope, new creative directions, or alterations to the original brief provided by the Client.
• Additional Revisions: Revision requests that exceed the included number of rounds, fall outside the original project scope, or arise from changes to the Client's original brief will be quoted and billed separately at our standard hourly rate.
• Revision Submission: All revision requests must be submitted in writing in a single consolidated document. Fragmented or sequential revision submissions that could have been combined into a single round may be counted as multiple revision rounds at our discretion.

Clients who decline to utilize available revision rounds and instead request a refund on quality grounds waive their right to future revisions on the same deliverables.

06 Service Failures

In the event that Editaro Media is unable to complete a project due to circumstances within our control, or delivers work that materially fails to meet the specifications agreed upon in the written project proposal, the Client may be entitled to one or more of the following remedies:

• Completion of the work to the agreed specification within a reasonable extended timeline;
• Partial credit applied to the current or a future project, proportional to the nature and extent of the service failure;
• Partial refund of fees paid for work that materially failed to meet agreed specifications, as determined at the discretion of Editaro Media.

A material service failure is defined as a deliverable that demonstrably and substantially deviates from written specifications confirmed in the project proposal, and cannot be resolved through the standard revision process. Subjective dissatisfaction with creative choices made within the scope of the agreed brief, or changes in the Client's preferences after work has commenced, do not constitute a material service failure.

Claims of service failure must be submitted in writing within seven (7) calendar days of final delivery, accompanied by specific documentation of the ways in which the deliverable fails to meet the written project specifications.

07 Non-Refundable Circumstances

Refunds will not be issued in any of the following circumstances:

• The Client changes their mind, business direction, or project requirements after work has commenced;
• The Client is dissatisfied with the result of correctly executed work that meets the written project specifications;
• Delays or quality limitations arising from inadequate, incomplete, low-quality, or late source materials provided by the Client;
• The Client's failure to provide timely feedback, approvals, or required materials during the project;
• Platform, software, or system incompatibilities that were not specified in the project scope at the time of engagement;
• Refund requests submitted more than seven (7) calendar days after final delivery of completed work;
• Projects where the Client has already utilized the included revision rounds and approved the final deliverable;
• Rush processing fees, which are non-refundable once the rush timeline has been confirmed and work has commenced under those terms;
• Any project cancelled by Editaro Media due to the Client's breach of our Terms of Service, including submission of illegal, infringing, or harmful content.

08 Retainer Arrangements

Clients engaged under ongoing retainer agreements are subject to the specific refund and cancellation terms set forth in their individual retainer agreements. In the absence of specific retainer agreement provisions addressing refunds, the following general terms apply:

• Monthly retainer fees paid in advance are non-refundable for the period already paid, provided that Editaro Media has made services available during that period in accordance with the retainer agreement;
• Cancellation of a retainer with adequate written notice as specified in the retainer agreement will result in no further billing from the next billing cycle. Fees already paid for the current cycle are non-refundable;
• Unused retainer hours or deliverables in a given period do not accumulate, roll over, or entitle the Client to a refund unless explicitly provided for in the written retainer agreement;
• Early termination of a minimum-term retainer commitment by the Client may be subject to an early termination fee as specified in the retainer agreement.

09 Refund Request Process

To submit a refund request, please follow the process outlined below:

1. Submit your refund request in writing to projects@editaromedia.com with the subject line "Refund Request — [Your Project Name]";
2. Include your full name, business name, the project or invoice reference number, and a clear description of the reason for your refund request;
3. Attach any supporting documentation relevant to your request, including correspondence, delivered files, or evidence of the issue you are describing;
4. Editaro Media will acknowledge receipt of your request within two (2) business days;
5. We will review your request and respond with our determination within ten (10) business days of acknowledgment;
6. If a refund is approved, it will be processed within fifteen (15) business days of approval and returned via the original payment method where possible.

We are committed to handling all refund requests fairly, professionally, and in good faith. We ask that Clients extend the same courtesy and allow us the time needed to thoroughly review each request before escalating to third-party dispute resolution channels.

10 Dispute Resolution

If a refund request cannot be resolved through direct communication with our team, the dispute resolution process described in our Terms of Service will apply. Both parties agree to make a good-faith effort to resolve any billing or refund dispute through direct negotiation before pursuing any formal legal or chargeback process.

Clients who initiate payment chargebacks or disputes through their financial institution without first completing the refund request process described in this policy may be subject to suspension of active projects and restriction of future service access pending resolution of the dispute. Editaro Media reserves the right to contest any chargeback that does not comply with the terms of this policy.

Any unresolved disputes shall be governed by the laws of the Commonwealth of Kentucky and handled in accordance with the governing law and dispute resolution provisions of our Terms of Service.