Refund & Cancellation Policy

This Refund & Cancellation Policy governs refunds and cancellations for services provided by CS Media & Production. By engaging our services, you agree to the terms below.

1. Nature of Our Services

CS Media & Production provides custom, time-bound, and labour-intensive creative and production services (videos, AI avatars, social media content, websites, etc.). Because each engagement is bespoke and resources are committed once the project starts, refunds are limited as described below.

2. Cancellation by the Client

• Before work commences: If the Client cancels the engagement before any production work has started, the Client is eligible for a refund of the upfront payment less a 10% administrative fee to cover onboarding and pre-production costs.
• After work has commenced but before first delivery: The Client is eligible for a refund of the unused portion of the upfront payment, calculated based on work completed and resources committed up to the date of cancellation. Work completed will be billed at our standard rates.
• After first delivery: No refund is payable for work delivered and accepted. The Client remains liable for the balance amount as per the SOW.

3. Cancellation by the Company

In the rare event that we are unable to deliver the engagement (e.g., due to scope misalignment that cannot be resolved or force majeure), we will refund the unused portion of any advance paid, after deducting costs for work already completed.

4. Refunds for Quality Concerns

We are committed to delivering work that meets the agreed brief and standards. If the Client is dissatisfied with a deliverable:

• The Client must notify us in writing within 7 days of delivery, specifying the issues.
• We will provide reasonable revisions as agreed in the SOW (typically 2 rounds of revisions are included).
• If, after the included revisions, the deliverable still materially fails to meet the agreed brief, the Client may request a partial refund. The amount will be determined in good faith based on the portion of the deliverable that is unusable.

5. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• One-time setup fees (e.g., AI Avatar setup, custom voice clone setup) once production has begun
• Third-party costs already incurred on the Client's behalf (e.g., stock footage, paid music, talent fees, paid ad spends)
• Monthly retainer fees for periods in which services were rendered
• Cancellations requested after 30 days from the date of payment

6. Subscription Plans (Starter, Growth, Authority)

• Monthly retainer subscriptions can be cancelled at any time with 15 days' written notice before the next billing cycle.
• No refund is provided for the current month already paid; services will continue until the end of the paid period.

7. Chargebacks

Initiating a chargeback or payment dispute without first contacting us to resolve the issue is a violation of these Terms and may result in suspension of services and recovery of associated costs.

8. How to Request a Refund

Email chirag.malhotra90@gmail.com with:

• Your name, project name, and invoice/payment reference
• The reason for the refund request
• Any supporting documentation

We will respond within 5 business days and process approved refunds within 10–15 business days to the original payment method. International refunds may take an additional 5–7 business days due to currency processing.