1. The refund milestone
You may cancel a fixed-package order and request a full refund at any time before you approve the story or script. That approval authorizes MotionPls to begin production and is the point after which the order becomes non-refundable, except as described below or required by applicable law.
2. Before script approval
To cancel before approving the script, use Request cancellation and refund in the private order workspace when available. You may instead emailhi@motionpls.com from the address used for the order. Include the purchaser name, order reference, and a clear request to cancel.
If the script has not been approved, we will cancel the order and return the eligible payment to the original payment method. Payment-provider and banking processing times vary.
3. After script approval
Once you approve the script and production begins, the payment is non-refundable. This includes a change of mind, a change in campaign plans, delayed customer feedback, replacement source material, or a request that changes the approved objective, audience, concept, or narrative.
Each fixed package includes one consolidated revision within the approved scope. A reasonable creative preference or revision request is handled through that process rather than through a refund.
4. If MotionPls cannot perform
If we determine that we cannot perform an accepted order, we will cancel the undelivered order and issue a full refund. If a delivered file has a material technical error caused by MotionPls, we will first correct and redeliver it without consuming your included revision.
If we materially fail to provide the agreed deliverable and cannot correct that failure, we will provide the remedy required by applicable law, which may include a refund.
5. Out-of-scope requests
A payment receipt does not require us to produce unlawful, unsafe, technically infeasible, or materially out-of-scope work. If we reject the request before production begins, we will issue a full refund. We may instead offer a separate scope, but you are not required to accept it.
6. Duplicate or unauthorized payments
Contact us promptly if you believe you were charged more than once or a payment was unauthorized. We will review the transaction with the relevant payment provider. Nothing in this policy limits your rights with your bank, Stripe, PayPal, or applicable law.
7. Additional work
Additional revisions, formats, locales, or managed projects may have their own written scope and refund terms. If a separate agreement conflicts with this policy, that agreement governs the separately purchased work.
8. Contact
Send refund and cancellation requests tohi@motionpls.com. You may also write to Prodmake LLC, 2201 Menaul Blvd NE, Suite A, Albuquerque, New Mexico 87107, United States.