Legal
Refund & Cancellation Policy
1. Nature of the service
VELAI produces custom, made-to-order videos based on your brief. Because the work is bespoke and produced specifically for you, our ability to offer refunds is limited once production has started. This policy explains what happens if you cancel or are not satisfied.
2. Before production starts
- You may cancel an order at any time before we begin production (i.e. before we start scripts/angles or production work).
- If you cancel before production starts, you receive a full refund of any amount paid, less any non-refundable third-party costs already incurred on your behalf (if any).
3. After production starts
- Once production has started, the deposit and any fees covering work already performed are non-refundable, because the work is bespoke.
- If you cancel mid-project, you are charged for the work completed up to cancellation; any remaining balance for undelivered work is refunded or not invoiced.
- We may deliver the work-in-progress produced up to that point.
4. Revisions instead of refunds
If something in the Deliverables is not right, our first remedy is to fix it. Each Package includes revisions so we can bring the batch to an ad-ready standard. Please raise issues promptly after delivery so we can address them. Dissatisfaction with subjective creative preferences, after a batch has been produced to an agreed brief, is not on its own grounds for a refund.
5. Trial packages
The Trial is intended to let you validate the format and workflow before committing to a larger batch. Trials are produced to your brief and, once production has started, follow the same rules as above.
6. What is non-refundable
- Work already performed and Deliverables already provided.
- Third-party costs we incurred on your behalf at your request.
- Discounted or promotional orders, except where required by law.
7. How to request a cancellation or refund
Email info@velai.studio with your order reference and reason. We aim to acknowledge requests promptly. Approved refunds are made using the original payment method without undue delay.
8. Chargebacks
Please contact us first so we can resolve any issue. Raising a chargeback without giving us a chance to help may be treated as a breach of our Terms of Service.
9. Consumers
Our Services are aimed at businesses. Where mandatory consumer-protection law applies, any statutory rights you have as a consumer are unaffected by this policy. Note that the EU/UK right of withdrawal generally does not apply to custom-made or clearly personalised goods and services once performance has begun with your agreement.
10. Contact
Questions about refunds or cancellations: info@velai.studio.
Last updated: 4 August 2026.