Legal

Refund & Cancellation Policy

Last updated: January 1, 2025 · Governing law: India

We stand behind the quality of our work. This policy explains clearly when refunds are available, when they are not, and how to raise a concern. We encourage you to read this before engaging our services.

1. Our Service Model

Spark Media House provides creative, time-intensive services — scripting, video production, editing, and YouTube SEO. Because our work involves significant time, labour, and resources from the moment a project begins, our refund policy reflects the nature of these services.

We are committed to your satisfaction. If something is not right, our first step is always to fix it — not to argue about refunds.

2. Advance / Deposit Payments

All engagements require an advance payment before work commences. This advance is used to secure your spot in our production schedule, cover initial strategy and planning work, and allocate creative resources to your project.

Refund Eligible

Cancellation before work has started

If you cancel your engagement in writing within 48 hours of paying your advance, and before any work has commenced, you are entitled to a full refund of your advance payment.

Partial Refund

Cancellation after work has started but before shoot day

If work has commenced (e.g. strategy sessions held, scripts drafted, shoot day scheduled) but you cancel before the shoot day takes place, we will deduct the cost of work completed to date and refund the remaining balance. The amount deducted will be calculated at our standard hourly rate and communicated to you in writing.

Not Refundable

Cancellation on or after shoot day

Once the shoot day has taken place, advance payments are non-refundable. Post-production work (editing, SEO) will still be delivered as agreed. You will remain liable for any outstanding balance per the agreed payment schedule.

3. Ongoing Monthly Retainer

For clients on a monthly retainer:

You may cancel your retainer at any time with 30 days' written notice
The current month's retainer is non-refundable once the month has commenced and work is underway
Any unused services in the notice period cannot be carried forward or refunded unless agreed in writing
Retainer fees paid in advance for future months (e.g. quarterly prepayment) may be refunded for months not yet commenced, subject to a 10% administrative fee

4. Dissatisfaction with Deliverables

If you are unhappy with any deliverable, our process is:

Raise it immediately — contact us within 7 days of receiving the deliverable, clearly describing what is not meeting your expectations
We revise — we will use your allocated revision rounds (typically 2 per deliverable) to address your feedback at no additional charge
If still unsatisfied — if after revisions the deliverable still does not meet the agreed brief, we will work with you to find a fair resolution, which may include additional revisions, a partial credit, or in exceptional cases a partial refund

Refunds will not be issued for dissatisfaction caused by:

A change of personal preference after the brief was agreed and work commenced
Failure to provide timely feedback within the revision process
Requests for work outside the original agreed scope
Poor performance of content on social media platforms (views, engagement, reach) — as this is outside our control

5. Rescheduled or Missed Shoot Days

Client-initiated rescheduling

If you need to reschedule a shoot day, please notify us at least 72 hours in advance. We will reschedule at no additional charge (once per project). Rescheduling with less than 72 hours' notice may incur a rescheduling fee to cover crew and studio costs already committed.

No-show

If you do not show up for a scheduled shoot day without prior notice, the shoot day will be counted as used. Rescheduling will be charged at our standard shoot day rate.

Our cancellation

In the rare event that we need to cancel or reschedule a shoot day, we will notify you as early as possible and reschedule at no cost to you. If rescheduling is not possible within a reasonable timeframe, a proportional refund will be provided.

6. Non-Refundable Items

The following are non-refundable under all circumstances:

Discovery call fees (if charged)
Strategy documents and content calendars delivered and approved
Scripts written, reviewed, and approved by you
Shoot days that have been completed
Edited videos that have been delivered and approved
Any third-party costs incurred on your behalf (e.g. props, locations, licensed music, travel)

7. How to Request a Refund

To request a refund or raise a concern, please contact us in writing:

Email: hello@thesparkmediahouse.in
Subject line: "Refund Request — [Your Name / Project Name]"
Include a description of your concern and your invoice/reference number

We will acknowledge your request within 2 business days and aim to resolve it within 7 business days. Approved refunds will be processed within 10–14 business days via the original payment method.

8. Disputes

We are committed to resolving any dispute fairly and quickly. If you feel your concern has not been addressed, please escalate in writing to hello@thesparkmediahouse.in. If we cannot reach a resolution, disputes shall be handled in accordance with the laws of India and the jurisdiction of Delhi courts.

9. Contact

Spark Media House
WZ49, C Block, Vikaspuri, Delhi – 110018
Email: hello@thesparkmediahouse.in
WhatsApp: +91 73579 81390