Refund & Cancellation Policy
This Policy explains when orders placed with PrimeSwifts LLC can be cancelled and when refunds are available. It forms part of our Terms of Service.
1. The nature of what we sell
We sell custom digital services. Every video is produced specifically to your brief and cannot be resold or reused. Because production begins as soon as your order is confirmed, our cancellation rights necessarily differ from those attached to off-the-shelf physical goods.
Where the law of your country grants you a statutory cancellation or withdrawal right for services (for example the 14-day right under EU/UK consumer law), that right is not affected by this Policy. By asking us to begin work immediately, you acknowledge that the right to withdraw is lost once the service has been fully performed, and that you may be charged proportionally for work performed before you withdraw.
2. Cancellation by you
| When you cancel | What happens |
|---|---|
| Before production starts (within 24 hours of payment and before we have begun scripting, sourcing or editing) | Full refund, less any non-recoverable third-party fees (for example payment processing fees or stock licences already purchased). |
| After production starts but before first draft delivery | Partial refund of the unused portion, assessed against the work completed to date. Typically 50% of the project value is retained where a script, storyboard or rough cut exists. |
| After the first draft has been delivered | No refund. The service has substantially been performed. We will still complete the remaining revision rounds included in your quotation. |
| Monthly retainers | Cancel any time with 14 days’ notice before the next billing date. The current billing period is not refunded, and any videos already included in it remain available to you. |
3. When we will refund you in full
You are entitled to a full refund if:
- we cancel your project for a reason that is not your fault;
- we fail to deliver by the agreed delivery date and you do not agree to a revised date, provided the delay is not caused by missing materials, feedback or approvals from you;
- the deliverable is materially different from the agreed written scope and we are unable to correct it within the included revision rounds;
- you were charged in error or charged twice.
4. When refunds are not available
Refunds are not available where:
- the deliverable matches the approved brief but you have changed your mind, changed direction, or no longer need the video;
- the request is based on subjective creative preference after the deliverable met the written specification and the included revisions were used;
- a delay was caused by you not supplying materials, feedback or approvals (see clause 5 of the Terms);
- you did not achieve a commercial outcome such as views, engagement, sales or conversions — we do not guarantee results;
- the project was cancelled by us because of a breach of our Acceptable Use Policy;
- the deliverable has already been published, broadcast or otherwise used commercially;
- more than 14 days have passed since final delivery.
5. Revisions come first
If you are unhappy with a deliverable, please raise it with us before requesting a refund. Most concerns are resolved quickly within the revision rounds already included in your quotation. Send specific, timestamped notes to ilyass@primeswifts.com and we will work through them with you.
6. How to request a refund
- Email ilyass@primeswifts.com with the subject line “Refund request”.
- Include your order or invoice reference, the date of purchase, and a clear explanation of the issue.
- We acknowledge every request within 2 business days and issue a decision within 10 business days.
- Approved refunds are returned to the original payment method. Your bank or provider typically takes a further 5–10 business days to post the funds.
7. Chargebacks
Please contact us before opening a dispute with your bank or card issuer. Unjustified chargebacks cost time on both sides; where a chargeback is raised without first contacting us, we reserve the right to suspend delivery, revoke the usage licence granted under clause 7 of the Terms, and decline future work.
8. Contact
PrimeSwifts LLC1309 Coffeen Avenue STE 1200
Sheridan, Wyoming 82801
United States
Email: ilyass@primeswifts.com
Website: primeswifts.com