These terms and conditions govern our policy for cancellations and refunds. This Policy applies in addition to our Brands’ Terms and Conditions (“Brand’s Terms”).
You may request changes to your Project. The following charges shall apply for the following changes:
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Change |
Charges |
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Add-ons and Upgrades |
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Adding a Creator to an existing Project |
Charges at applicable Job, Creator’s per hour rate, resource rate |
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Adding an additional resource |
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Upgrade of Service Level Quality |
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Upgrade of Project or Job size or scope |
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Changes to Project Brief |
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Project Brief has been agreed by you and us, and a Due Date has been set for the Project |
Complete or significant changes to the Project Brief |
Re-quote for Project based on new Project Brief |
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Minor changes to the Project Brief |
Charges at applicable normal rate plus rescheduling fees |
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Changes to the Project Brief after all work has been completed |
Charges at applicable normal rate for additional resources to support changes |
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Project Due Date being brought forward |
Additional rush fee charges to all line items may apply. May result in change of Creator Team. |
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Changes to Video Requirements |
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Changes to Project’s video deliverables which do not affect the duration or length of such deliverables |
Additional charge where changes are different to original scope/brief of video. |
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Changes to Project’s video deliverables which extend the duration or length of such deliverables |
Charges at applicable normal rate for additional resources to support changes |
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Additional video edits from existing footage |
Charges at applicable normal rate for additional resources to support video edits |
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Your requests to final review edit requires Editor Creator to perform more than 2 rounds of alterations |
Charges at applicable normal rate for review edits, unless such alterations were required due to non-conformance with specifications in agreed Service Quality Level |
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Changes to Shoot |
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Change of scheduled time of the shoot more than 1 week before the shoot |
No charge. May result in change of Creator team. |
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Change of scheduled time of the shoot less than 1 week before the shoot |
No charge. May result in change of Creator team. |
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Change of scheduled time of the shoot less than 48 hours before shoot |
50% of cost of shoot to be paid to creators. May also result in change of Creator team. |
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Change of scheduled time of the shoot less than 24 hours before shoot |
100% of cost of shoot to be paid to Creators. May also result in change of Creator team. |
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Change of shoot location |
Additional charges may apply from reimbursement of Creators for all ancillary costs, fees and expenses arising as a result of such change (e.g. parking) |
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Over time resulting from your delays or additional requests which were not mutually agreed during planning |
Additional charges based on Creators’ hourly man-rate for each hour of overtime or part thereof |
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Your request that editor Creator is required to edit on site / live or at any location other than the editor Creator’s office. |
Additional charges for transport, travelling time and any additional edit time necessary |
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All Service Fees paid to us are strictly non-refundable. We will provide you refunds in Credits to your Account if the following events occur:
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Event |
Value of Credits To Be Refunded |
Purchasing Stage |
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Viacom India is unable to supply the requisite Creators for a Project |
100% of the Project Value |
Planning Stage |
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We make a material deviation to an agreed Project Brief without any valid reason, and not due to your fault or negligence |
100% of the value of the Job(s) which were materially deviated from |
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Creative development Job is beyond the Creator’s Service Quality Level and we are unable to substitute a suitable Creator |
100% of the value of the Job and we shall provide alternative options |
Shoot Stage |
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Creator fails to arrive within half hour of the appointed time of the shoot without valid reason |
We will perform the Creator Escalation process with the Creator If the late arrival or no-show affects any other Project Jobs, the late or missing Creator receives no payment and we shall apply the Creator’s Job value towards other items on the Project. If there are no other Jobs, we will refund 100% of the value of the Job |
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Creator arrives on shoot with equipment which is materially different from that specified in the Project Brief and such equipment is not adequate for the requirements of the shoot or Project Brief |
100% refund of the value of the Creator’s Job if the entire shoot is unusable. 50% refund of the value of the Creator’s Job if only part of shoot is affected and the video can still be completed. |
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Creator arrives on shoot with substandard or defective equipment |
We will perform the Creator Escalation process with the Creator 100% refund of the value of the Creator’s Job if the entire shoot is unusable. 50% refund of the value of the Creator’s Job if only part of shoot is affected and the video can still be completed |
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None of the footage captured during the shoot conforms to the requirements of the Project Brief |
100% refund of the value of the Creator’s Job if the entire shoot is unusable. |
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Change of shoot location without your prior consent and without good reasons (an example of such good reasons being audio, weather and/or lighting requirements) |
We will perform the Creator Escalation process with the Creator 100% refund of the value of the shoot |
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Sound quality does not materially conform with specifications in the agreed Service Quality Level |
We will perform the Creator Escalation process with the Creator 100% refund of the value of the Creator’s Job if the sound quality issues cannot be fixed in post production. If a reshoot is required, we will pay for the reshoot. |
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Footage was not uploaded to the Platform in a timely manner |
If delay results in any change to Project Due Date, 100% of the value of the Job |
Edit and Review Stage |
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Video quality does not materially conform with specifications in the agreed Service Quality Level (Note: First cuts in post-production process are generally raw. Unmixed video and ungraded footage would not be considered material non-conformance for a first cut.) |
First cut – 15% refund of first cut edit Job value Final review edit – 100% refund of the value of all review edit Jobs and we shall pay for additional edits as necessary to ensure the video quality. We will also perform Creator Escalation process with the Creator. |
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Due date of Project is delayed due to viacom India ’ fault or negligence |
100% refund of Project Value if the purpose of the Project was affected eg; event or product release. If there is no hard deadline, 100% of the value of all outstanding Jobs to be refunded 100% |
Any stage of the Project |
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Creator fails to meet a Due Date |
100% refund of the Creator’s Job’s value if the purpose of the Project was affected eg; event or product release. We will also perform Creator Escalation process with the Creator. |
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Creator’s conduct is unprofessional, unruly or offensive |
100% refund of the Creator’s Job’s value. We will also perform Creator Escalation process with the Creator. |
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Creator does not respond to communications in a timely or substantive manner |
100% refund of the Creator’s Job’s value if the purpose of the Project was affected eg; event or product release. We will also perform Creator Escalation process with the Creator. |
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Creator’s performance of Creator Services does not conform with Project Brief’s requirements |
No refund. We will perform the Creator Escalation Process with the Creator. |