Refund and Guarantee Policy
TEST draft. Not yet reviewed by a lawyer.
Last updated: October 24, 2026. Version: 2026-10-24-v01-test.
1. The 14-day money-back guarantee
Your first payment is covered by a 14-day money-back guarantee. The 14 days start when your first shorts arrive, so you judge the actual work, not a promise.
If they’re not right for you, tell us within those 14 days by replying to any of our emails or writing to david@puggersvideoproduction.com, and we’ll refund your first payment in full, including any setup fee and the tax you paid on it. You don’t need to give a reason, though we’d love to know.
2. What ends the guarantee early
The guarantee ends early when you explicitly approve a short or download one. Until then you’re covered for the full 14 days.
A short that’s marked approved only because you didn’t reply in time (Terms, section 7) doesn’t end your guarantee, as long as you haven’t downloaded it.
3. After the guarantee
Payments after the guarantee aren’t refundable, because each month’s editing capacity is reserved for you. When you cancel, we stop future billing: you keep everything you’ve paid for until the end of the period, shorts already in progress are delivered, and unused credits expire when your plan ends.
If you bought as an individual for personal use, you may have extra cancellation and refund rights under consumer law where you live, including prorated refunds under British Columbia’s continuing-services rules. We always honour those.
4. When we’re the reason
If we end your plan for a reason that isn’t about payment or the content rules in the Terms, we refund the unused, prepaid part of the current billing period.
If we miss a delivery for a reason on our side, the credit for that short doesn’t expire because of the delay. If we still can’t deliver it before your plan ends, we refund the value of that short.
5. Samples and add-ons
Free samples cost nothing, so there’s nothing to refund. The posting add-on can be cancelled at the end of any billing month; the month already started isn’t refunded after the guarantee.
6. How refunds are paid
Refunds go back to the card or account you paid with, within 5 business days of your request. Your bank usually shows them within 5 to 10 business days after that. Sales tax is refunded with the amount it was charged on.
If something has gone wrong, please talk to us before filing a chargeback; we can almost always sort it faster.