Refund Policy

The short version

Every edit is made for one customer and cannot be resold, so refunds depend on how far the work has gone. Before an editor starts, you get everything back - including unused videos on a pack. After delivery, we fix problems with revisions rather than refunds.

Before work starts

A full refund, no questions asked, at any point before an editor begins - including while we are waiting on your footage or brief.

Unused videos on a pack

Packs are bundles of per-video credits, so the refundable part is simply the videos we have not started: each unused credit is refunded at the pack's per-video price ($18.33 on 3 Videos, $17.80 on 5 Videos, $16.90 on 10 Videos). Videos already being edited or delivered follow the sections below.

After work starts, before delivery

Once editing on a video is underway, half of that video’s price is refundable; the remainder covers work already done. Unused videos on the same pack are still refunded in full, and add-ons not yet started with them.

After delivery

The delivered edit is not refundable, because you have it and can use it. What you have instead is your included revision rounds, and we would rather fix an edit than argue about it - tell us what is wrong and we will put it right.

If we cannot deliver something usable within your revision rounds, we will discuss a partial or full refund on the facts.

Monthly plans

Cancelling a plan stops the next charge; it is not a refund of the month already billed, which stays yours to use in full. If a billing error charges you after you cancelled, we refund it in full.

Videos from the current month that we have started or delivered follow the sections above, per video.

Rush fees

If you paid for rush turnaround and we miss the rush window for reasons on our side, the rush fee is refunded in full even though the edit itself is delivered.

How to request one

Email info@kinsebmarketing.com with your order number - it is in your receipt and starts with CL. We will confirm within two business days.

Approved refunds are returned through Stripe to the card you paid with. Your bank usually shows the money within 5-10 business days; that part is out of our hands.

Chargebacks

Please talk to us first. A chargeback freezes the order and takes weeks to resolve, where an email usually settles it the same day.