Refunds and cancellations

Our work is made to order, so this page explains what can and cannot be refunded. It applies together with our terms of service. A signed contract or order form takes priority.

Before work starts

If you cancel before we have started work on your order, we refund everything you have paid for it.

After work has started

Work starts when we begin the concept and storyboard for your order. Fees for work already started are not refundable. Any part of the order we have not started is refunded.

If we cannot deliver

If we are unable to deliver an order, or part of it, we refund the fees you paid for the part not delivered.

If the delivery is not what was approved

If a delivered ad does not match the storyboard and script you approved, we correct it at no charge. This does not use up one of your revision rounds.

What is not a reason for a refund

A change of mind after you have approved the storyboard or the ad, a request for a different concept, or how an ad performs once it is published. A different concept is a new order.

Monthly orders

Either of us can end a monthly order with 30 days' written notice. A month that has been paid for is not refundable once production for that month has started. Unused capacity does not carry over unless we agree it in writing.

How refunds are paid

Refunds go back to the account the payment came from, in the currency you paid in, within 10 working days of our confirming the refund. Bank charges taken by intermediary banks are outside our control and are not included.

Orders through Upwork

For orders placed through Upwork, Upwork's own refund and dispute process applies.

How to ask

Email hello@maqtafilms.com with your order reference. We reply within one working day.