Refund Policy

1. Missed the 48 hours? Full refund

We promise to deliver your video within 48 hours of receiving your completed brief and payment. The clock pauses while we wait for your storyboard approval, as explained in our Terms of Service.

If we miss the 48 hours, you're entitled to a full refund. Email us to claim it and we'll process it within 14 days. You don't need to explain why, and you can still keep the video if we deliver it late.

2. Once your video is delivered on time

Because every video is made to your brief, a video delivered on time is not refundable just because you've changed your mind. Your included revision round is there to put right anything that isn't as briefed.

This does not affect your legal rights. If the video is not made with reasonable care and skill, you can ask us to fix it. If we can't, you may be entitled to a price reduction or refund. We'll always give you any refund the law requires.

3. Your 14-day right to cancel (consumers only)

If you're ordering as a consumer, not for a business, the Consumer Contracts Regulations 2013 give you the right to cancel within 14 days of the day our contract starts (when we've received your brief and payment). You don't need to give a reason.

If you ask us to start straight away

Our service is built around delivering within 48 hours, so we start work as soon as your brief and payment arrive. That's only possible if you expressly ask us to start within the 14-day cancellation period. When you do:

• If you cancel before we've finished, you can still cancel, but you'll pay for the work done up to the point you tell us. That amount is proportionate to the full price, and we refund the rest.
• Once your video has been delivered (the service is fully performed), you no longer have the right to cancel, provided you asked us to start early and accepted that you'd lose the right on completion.

If you cancel before we've started any work, you get a full refund.

How to cancel

Email morvellemotions@gmail.com with your name, the email address you used to order, and a clear statement that you want to cancel. You can use this wording if you like: "I am cancelling my contract for the supply of a motion graphic video, ordered on [date]."

Business customers don't have this statutory cancellation right.

4. How refunds are paid

Refunds go back to the card or payment method you used at our Shopify checkout, within 14 days of us agreeing the refund. Depending on your bank, it can take a few more working days to show on your statement. We don't charge any fee for refunds.

5. Questions

If you're unsure whether you're entitled to a refund, email morvellemotions@gmail.com and we'll talk it through. This policy is part of our Terms of Service.