RefundPolicy.

Our position

We would rather fix work than refund it. Every deliverable includes revision rounds, and every deliverable passes an internal quality check before you see it. If something is wrong, tell us — in almost every case the right answer is that we correct it at no charge.

Where that isn’t the right answer, the rules below apply.

Project work

• Before production starts. If you cancel in writing before we begin, your deposit is refunded in full.
• After production starts. We invoice for work completed and work in progress at the point of cancellation, and refund the balance of anything already paid.
• After delivery and approval. Once a deliverable has been approved, it is not refundable — you own it and can use it.

Monthly retainers

• Retainers are invoiced in advance and reserve named capacity for your account for that month.
• Unused capacity is not refunded and does not carry into the following month, unless we have agreed otherwise in writing.
• You may end a retainer with 30 days’ written notice after the initial three-month period. The final month is worked and invoiced as normal.
• If we cannot supply the capacity we committed to in a given month, we will credit or refund the shortfall, at your choice.

When we will refund

We refund, in full or in part, where:

• We fail to deliver the agreed work and cannot put it right within a reasonable period.
• We miss an agreed deadline for reasons within our control, and the delay makes the deliverable useless to you.
• You were charged in error or twice for the same work.
• We cancel an engagement ourselves.

When we will not refund

• Work that has been delivered and approved.
• A change of mind, a change of internal strategy, or a project cancelled on your side after production has started.
• Dissatisfaction that has not been raised through the revision rounds included in your scope.
• Delays caused by material or feedback arriving late from your side.
• Third-party costs we have already paid on your behalf — stock footage, music, fonts, print — which are non-refundable to us.
• Work rejected because of a preference not recorded in the brief or the approved direction. We will revise it under the agreed rounds instead.

How to raise a request

Email hello@zasyamedia.com within 14 days of the delivery or invoice in question, with the project name, the invoice number and what went wrong. A person will read it.

• We acknowledge within 2 working days.
• We respond with a decision, and our reasoning, within 10 working days.
• Approved refunds are issued to the original payment method within 14 working days, less any non-refundable third-party costs already incurred.

If you disagree with the outcome

Ask for it to be escalated and it will be reviewed by someone who was not involved in the original decision. Both sides agree to try to resolve any dispute in good faith before starting proceedings; the governing law and jurisdiction are as set out in our Terms & Conditions.

Contact

Zasya Media, 1st Floor Hall No. 102, STPI Building, SDA Complex, Kasumpti, Shimla, Himachal Pradesh 171009, India — hello@zasyamedia.com