Refund Policy

1. Overview

At Motionexa, we are committed to delivering high-quality post-production services that meet the standards and expectations agreed upon at the start of every project. We understand that each project represents a significant investment, and we take our commitment to quality and client satisfaction seriously.

This Refund Policy outlines the conditions under which refunds may be issued, the process for requesting a refund, and the limitations that apply. By engaging our services, you acknowledge and agree to the terms outlined in this policy. This policy should be read in conjunction with our Terms of Service.

Because our services involve custom, project-specific creative and technical work that cannot be resold or repurposed, our refund policy differs from standard product return policies. The time, expertise, and resources dedicated to your project are committed from the moment work begins, which is reflected in the refund terms below.

2. Eligibility for Refunds

2.1 Before Work Begins

If you cancel your project before any editing, post-production, or refinement work has commenced, you are eligible for a full refund of any payments made, minus any applicable administrative or consultation fees that were separately communicated at the time of the project agreement. Cancellation must be communicated in writing to our team.

2.2 During Production

If you choose to cancel a project while work is in progress, a partial refund may be issued based on the proportion of work that has not yet been completed. The refund amount will be determined by calculating the percentage of the total project scope that remains incomplete at the time of cancellation. Any work completed up to the point of cancellation, including time spent on research, consultation, file preparation, editing, rendering, and revisions, is non-refundable.

We will provide a clear breakdown of work completed and the corresponding refund calculation for your review. In cases where the project is more than 75% complete at the time of cancellation, no refund will be issued, as the majority of time and resources have already been expended.

2.3 After Delivery

Once the final deliverables have been approved and delivered to the client, refunds are generally not available. Approval of final deliverables constitutes acceptance of the completed work. If you have concerns about the quality or accuracy of the delivered materials, please refer to Section 4 (Quality Concerns and Disputes) below.

3. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

• The client changes their mind about the project or no longer needs the services after work has begun, and the work completed up to that point meets the agreed-upon specifications.
• The client fails to provide necessary source materials, feedback, or approvals in a timely manner, resulting in project delays or inability to complete the work as planned.
• The deliverables meet the technical specifications and creative direction agreed upon in the project proposal, but the client's subjective preferences have changed during or after the production process.
• The client provided incomplete, inaccurate, or misleading information in their project brief or requirements that led to deliverables not matching their subsequently revised expectations.
• Issues with the final output are caused by the quality, format, or technical limitations of the source materials provided by the client that were not within Motionexa's control to resolve.
• The client has already used, published, broadcast, or distributed the delivered content, in whole or in part, for any purpose.
• The project was terminated by Motionexa due to the client's breach of the Terms of Service, including but not limited to non-payment, submission of illegal content, or abusive conduct.

4. Quality Concerns and Disputes

If you are not satisfied with the quality of the delivered work, we encourage you to contact us before requesting a refund. Motionexa includes revision rounds in every project plan, and many quality concerns can be addressed through our standard revision process at no additional cost.

The following process applies to quality-related concerns:

• Contact our team in writing within seven (7) calendar days of receiving the deliverables, clearly describing the specific issues, errors, or discrepancies you have identified.
• Our team will review your concerns against the original project brief, agreed specifications, and delivered materials to determine whether the work meets the agreed-upon standards.
• If the concern is valid and the deliverables do not meet the agreed specifications, we will offer corrective revisions at no additional charge to bring the work in line with the original agreement.
• If, after corrective revisions, the deliverables still do not meet the agreed-upon specifications through no fault of the client, a partial or full refund may be considered at Motionexa's discretion.

Quality disputes must be based on objective criteria related to the agreed project specifications. Subjective preferences that differ from the approved creative direction or project brief do not constitute grounds for a quality-based refund.

5. Refund Process

To request a refund, please follow these steps:

• Submit a written refund request to our team via email, including your name, project reference, the date of the original payment, the amount paid, and a detailed explanation of the reason for your refund request.
• Our team will acknowledge receipt of your request within two (2) business days and begin the review process.
• We will evaluate your request based on the terms outlined in this policy, the project agreement, the stage of completion, and any other relevant factors.
• You will receive a written response within ten (10) business days of our acknowledgment, outlining our determination and, if applicable, the refund amount and method of processing.
• Approved refunds will be processed using the original payment method within fifteen (15) business days of the approval notification. Processing times may vary depending on your financial institution.

6. Deposits and Milestone Payments

Many projects require an upfront deposit or milestone-based payment structure to secure scheduling and commit resources. The refund terms for deposits and milestone payments are as follows:

• Deposits are used to reserve scheduling capacity and begin the initial review, planning, and preparation phases of a project. Deposits are refundable only if the project is cancelled before any work has commenced.
• Milestone payments correspond to specific phases of work completed. Once a milestone is reached and the corresponding work has been delivered and reviewed by the client, the payment for that milestone is non-refundable.
• Final payments are due upon delivery of the completed project. Withholding final payment after receiving the approved deliverables is a breach of the project agreement.

7. Project Scope Changes

If the scope of a project changes after the initial agreement due to requests made by the client, any additional costs associated with the scope change are non-refundable once the additional work has been completed. Scope changes are documented and agreed upon by both parties before additional work begins.

If a scope reduction is requested after work has begun, a refund for the reduced portion may be available only if the work on that portion has not yet commenced. Motionexa will assess each scope change request individually and communicate the financial implications clearly before proceeding.

8. Force Majeure

Motionexa is not liable for delays or inability to deliver services due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, pandemic, war, terrorism, labor disputes, power outages, internet outages, or other force majeure events. In such cases, refunds will be evaluated on a case-by-case basis, and project timelines may be extended by a period equal to the duration of the disruptive event.

9. Chargebacks and Payment Disputes

We strongly encourage clients to contact us directly to resolve any payment concerns before initiating a chargeback or payment dispute through their financial institution. Unauthorized chargebacks for services that have been rendered in accordance with the project agreement may result in the suspension of services, termination of the client relationship, and collection action for the amount owed.

If a chargeback is initiated for work that has been delivered and approved, Motionexa reserves the right to provide evidence of the completed work, client communications, and project agreement to the payment processor to contest the chargeback.

10. Exceptions

Motionexa reserves the right to make exceptions to this Refund Policy at its sole discretion in extraordinary circumstances. Any exception granted in a specific case does not set a precedent for future refund requests and does not modify the terms of this policy for other clients or projects.

We are committed to fair and transparent dealings with all our clients. If you believe your situation warrants special consideration, please do not hesitate to contact us and explain your circumstances. We will review your case with care and respond in good faith.

11. Amendments to This Policy

Motionexa reserves the right to modify this Refund Policy at any time. Changes will be reflected on this page with an updated "Last updated" date. The refund terms applicable to your project are those in effect at the time of your project agreement, not at the time of the refund request, unless the updated terms are more favorable to the client.

We encourage you to review this policy periodically to stay informed about our refund practices. Continued use of our services after modifications to this policy constitutes acceptance of the revised terms for future engagements.