Refund & Cancellation Policy
Last updated: November 9, 2026
We want you to be happy with your video. Because our services are digital and custom-made, the rules below explain when refunds and cancellations apply.
1. Free discovery call
Booking a discovery call is free and carries no obligation.
2. One-time orders (Basic package)
| Stage of your order | Refund |
|---|---|
| Cancelled before we start editing | 100% refund |
| Cancelled after editing has started, before the first draft is delivered | 50% refund |
| After the first draft or final video has been delivered | No refund — revisions are included (see below) |
3. Monthly packages (Professional and Business)
- You can cancel at any time. Cancellation stops the next renewal; you keep access to the current month you already paid for.
- Full refund if you cancel within 48 hours of your first payment and no videos have been delivered yet.
- After that, payments for a month already started are non-refundable, and no partial refunds are given for unused videos in that month.
- To avoid being charged for the next month, cancel at least 24 hours before the renewal date.
4. Revisions
If you are not satisfied with an edit, you can request revisions. We will rework the video to match the agreed brief at no extra cost within the included revision rounds.
5. When we will refund you
- We are unable to deliver your order within 7 days after the agreed delivery date for reasons within our control.
- After the included revisions, the delivered video still does not match the agreed brief in a material way.
- You were charged by mistake or more than once for the same order.
6. When refunds are not available
- Delays caused by late or incomplete material or feedback from you.
- Change of mind after the final video has been delivered.
- Results such as views, followers or revenue, which we cannot guarantee.
- Content that breaks the law or our Terms of Service.
7. How to request a refund or cancel
Email contact@elmahraoui.com from the address used for your order, with your order details and the reason for your request. We will reply within 2 business days.
8. How refunds are paid
Approved refunds are sent to the original payment method. Depending on your bank or payment provider, it can take 5–10 business days to appear on your statement.
9. Payment disputes
If you have a problem with a payment, please contact us first so we can fix it quickly before you open a dispute or chargeback with your bank.