Legal

Refund Policy

This page explains exactly when a refund is available for a Visual Profit Media video package, and how to request one.

Last updated: 15 June 2026

The short version: a full refund is available any time before our team starts production.

Production starts as soon as we receive your completed project questionnaire — the form where you give us all the details about your business, product or site that we need to write your script and build your video correctly. Once that questionnaire is in, the refund window closes.

1. Before production starts — refund available

After you pay for a package, we send you a project questionnaire to fill out. Until we receive that questionnaire back from you fully completed, no production work has begun — so if you change your mind for any reason during this time, you’re entitled to a full refund of the amount paid.

This covers, for example: deciding the package isn’t right for you, needing to delay or cancel the project, or simply changing your mind before getting started.

2. After production starts — no refund

Once we receive your completed questionnaire, our team begins work — starting with scripting, then voiceover and animation. From this point, the project is non-refundable, regardless of which stage production has reached (scripting, voiceover, animation, or final delivery).

This is because your project occupies a slot in our production schedule and our writers, voice artists and animators begin work based on the details you’ve provided.

3. Not happy with the result? Use your revisions first

If the finished video isn’t quite right, this isn’t a refund situation — it’s what your included revision rounds are for. Every package includes revision rounds (see the pricing page for current inclusions), so let us know what to adjust and we’ll work through it with you.

See our Terms of Service for full details on revisions and delivery.

4. How to request a refund

If you’re still within the refund window (i.e. you haven’t yet submitted your completed questionnaire), email us at [email protected] with:

• your name and the email address used for payment;
• the package purchased and date of payment;
• a note that you’d like a refund.

We’ll confirm your request and process the refund within 5 business days.

5. How refunds are paid

Refunds are returned via PayPal to the original payment method used for the order. Once we process the refund on our end, PayPal or your bank may take a few additional business days to show the funds back in your account.

6. Our discretion

In rare cases — for example, if we’re unable to deliver your project due to circumstances on our side — we may offer a refund or credit even after production has started. This is assessed case by case; contact us and we’ll talk it through.

7. Contact us

Questions about this policy? Email [email protected] or use the contact form.