Refund Policy
Clear, transparent guidelines regarding cancellations and service adjustments for our premium video production services.
Eligibility
Refunds at narrates LLC are considered based on the production stage of your project. Since our work involves custom creative labor and technical precision, eligibility is strictly governed by the following criteria:
- check_circle Projects where production has not yet commenced (Pre-Production/Scripting phase).
- check_circle Service failures directly attributable to technical negligence by narrates LLC.
- check_circle Double payments or accidental overcharges via our automated billing systems.
Timeframe
All refund requests must be submitted in writing within 14 business days of the original transaction date or the delivery of the specific milestone in question.
Processing window
5-10 Business Days
Refund Process
Submission
Email support@narrates.us with your Order ID and a detailed description of the reason for the request.
Review
Our creative leads will assess the stage of production and any deliverables already signed off by your team.
Resolution
Approved refunds will be credited back to the original payment method. Partial credits may be offered for mid-production cancellations.
Non-refundable Items
- • Completed animation frames or final video renders once delivered and approved.
- • Third-party costs (Voiceover artist fees, licensed stock footage, or soundtrack royalties).
- • Rush-fee surcharges for accelerated delivery timelines.
Dispute Resolution
In the event of a disagreement regarding quality or creative direction, narrates LLC commits to a mandatory "Resolution Phase" which includes up to two (2) additional rounds of revisions before a formal dispute can be filed.
"Our goal is clarity. If a video doesn't meet the brief, we fix the video first."
Questions about your payment?
Our billing team is available Monday through Friday to discuss your project finances and ensure you're getting the value you expect.