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Refund Policy

GENERAL REFUND POLICY

Kontralab is committed to delivering exceptional video production services. Our refund policy reflects the custom nature of our work and industry standards for creative services.

VIDEO PRODUCTION SERVICES

Deposits & Pre-Production:

  • Deposits are non-refundable once pre-production work begins

  • If project is cancelled before pre-production starts, 50% of deposit may be refunded

  • Cancellations within 48 hours of scheduled shoot forfeit full deposit

Production Phase:

  • No refunds once filming has commenced

  • Weather-related postponements do not qualify for refunds (rescheduling provided)

  • Client-requested scope changes may incur additional charges

Post-Production:

  • Refunds not available once editing begins

  • Up to 3 revision rounds included; additional revisions incur extra charges

  • Final deliverables must be approved before project completion

EQUIPMENT RENTAL REFUNDS

  • Full refund if equipment is unavailable due to our fault

  • 50% refund for cancellations 24+ hours before pickup

  • No refund for cancellations within 24 hours of pickup

  • Equipment returned in damaged condition forfeits security deposit

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EXCEPTIONAL CIRCUMSTANCES

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Refunds may be considered for:

  • Proven equipment failure preventing project completion

  • Kontralab's inability to deliver contracted services

  • Force majeure events preventing service delivery

 

REFUND PROCESS

  • All refund requests must be submitted in writing to info@kontralab.com

  • Refunds are processed within 10-15 business days of approval

  • Refunds issued to original payment method

  • Processing fees may apply

 

PARTIAL REFUNDS

In cases where partial work has been completed:

  • Refunds calculated based on percentage of work delivered

  • Minimum charges apply for any work commenced

  • Client retains rights to completed portions

 

DISPUTE RESOLUTION

Before requesting refunds, we encourage clients to:

  • Discuss concerns directly with our team

  • Review contract terms and deliverable specifications

  • Consider project modifications or timeline adjustments

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CONTACT FOR REFUND REQUESTS

Email: info@kontralab.com
Phone: 305-676-0530
Subject Line: "Refund Request - [Project Name]"

Include: Contract number, reason for request, and supporting documentation.

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