How refunds, credits and cancellations work on a rolling monthly plan. We've kept it in plain language, and it should be read alongside our Terms & Conditions.
This Refund Policy explains how refunds, credits and cancellations work for Norvik Studio's video editing, social media management and graphic design plans, billed monthly in GBP.
It applies to anyone with an active or recently ended plan with us, and should be read alongside our Terms & Conditions. Questions about anything here can go straight to hello@norvikstudio.co.uk.
Every plan runs on a rolling monthly basis, billed in GBP with no setup fees and no multi-year contract. That flexibility is also why our refund position is quite narrow, you're never locked into paying for months you don't want, so there's less need to refund them after the fact.
Each plan includes 2 rounds of revisions and a standard 48-hour turnaround, as outlined in your proposal, most quality concerns are best resolved through a revision request rather than a refund request.
Once we've delivered a piece of work for a billing cycle, edited videos, scheduled posts, design files, and it's been invoiced, that invoice is non-refundable. This applies whether or not you end up using the deliverables, and regardless of results from social platforms or other factors outside our control.
This mirrors our Terms & Conditions, which state that work already delivered and invoiced is non-refundable except as set out here. Section 05 below covers the specific exceptions.
Because everything runs on a rolling monthly basis, either party may cancel with reasonable notice ahead of the next billing date, as set out in your proposal. Cancelling stops future billing, it doesn't retroactively refund the cycle you're already in.
If you cancel before we've started work in a new cycle, before onboarding is complete or before any footage, brand assets or account access has been used, see Section 05 for when that cycle's invoice may be refunded instead.
We'll refund or credit an invoice, at our discretion, in cases like these:
Refund requests aren't a substitute for using your included revision rounds first, we'd always rather fix the work than refund it.
Email hello@norvikstudio.co.uk with your business name and the invoice or billing cycle in question, along with what happened. We'll look into it and get back to you with a decision, crediting or refunding the original payment method where a refund is agreed.
Where a refund is agreed, it's returned to the original payment method used for that invoice. Where a credit is agreed instead, it's applied against your next billing cycle rather than paid out directly.
If your bank or card provider imposes its own processing time for refunds, that's outside our control, we action our side as soon as a refund is agreed.
We may update this policy from time to time, updating the "Last updated" date above when we do; continued use of our services after that means you accept the changes. It's governed by, and interpreted under, the laws of England and Wales. If anything above isn't clear, or you'd like to talk through a specific invoice, email us directly.
hello@norvikstudio.co.uk · UK-based · GBP billing