Refund Policy

Due to the custom, digital, creative, and time-reserved nature of our services, most purchases and service fees are non refundable once work has begun, production time has been allocated, or digital access/files have been provided. This policy does not affect statutory rights that cannot legally be excluded.

1. Services Covered

This policy applies to San Roku Ku services and online purchases including poster design, Filmhub artwork creation and correction, subtitle and SRT creation, subtitle translation, trailer creation, trailer revision rounds, rush delivery, source files, motion posters, social cuts, teaser cuts, and related add-ons or digital deliverables.

By placing an order, submitting project materials, or requesting that work begin, you agree to this policy.

2. Digital Products and Digital Files

Purchases of digital products, downloads, streaming access, subtitle files, translation files, artwork files, trailer exports, source files, project files purchased as add-ons, or other delivered digital files are final and non refundable once access has been provided or files have been delivered.

This includes issues relating to device compatibility, internet connection, client software, platform account access, user error, or change of mind, unless the digital content is faulty or not as described in a way that gives you a non-excludable legal remedy.

3. Custom Creative and Production Services

Custom creative services are made specifically for your project and cannot usually be resold or reused. Once work has begun, production time has been allocated, research has started, a brief has been reviewed, a draft has been prepared, or project scheduling has been reserved, fees are non refundable except where required by law.

This includes design work, subtitle timing, transcription, translation, trailer editing, motion graphics, artwork correction, file preparation, and other bespoke production work.

4. Cancellation Before Work Begins

If you request cancellation before work has begun, before production time has been allocated, and before any digital files or access have been provided, we may issue a full or partial refund at our discretion after deducting unrecoverable payment processing fees, administrative costs, and any third-party costs already incurred.

Rush delivery fees, booked production time, and third-party costs may be non refundable once allocated.

5. Revisions, Approval, and Non-response

Revision rounds are provided according to the package or add-on purchased. Dissatisfaction caused by a change of creative direction, new brief, new materials, new runtime, new language, or requests outside the purchased scope does not create a right to a refund.

If feedback is not received within the timeframe stated in our Terms and Conditions, the order may be treated as approved, delivered, and complete.

Once final files are approved, delivered, downloaded, submitted to a platform, or used publicly, no refund will be issued for that work except where required by law.

6. Platform Acceptance and Results

While we prepare materials to meet the specifications available to us, we cannot guarantee Filmhub approval, streaming platform acceptance, festival selection, distribution success, audience results, revenue, ranking, watch time, monetisation, or third-party response times.

Refunds will not be issued due to platform rejection, platform policy changes, third-party technical issues, client submission errors, incomplete metadata, rights conflicts, or results outside San Roku Ku's control.

7. Payment Processing and Chargebacks

Payments are processed securely through third-party providers such as Stripe Checkout. San Roku Ku does not store or have access to your full card details.

In the event of a chargeback, payment reversal, or payment dispute, we reserve the right to provide evidence of order acceptance, project communications, work commenced, files delivered, and this policy to the payment provider.

8. Technical Access Issues

If you experience technical issues accessing delivered files, please contact [email protected] within 48 hours of delivery. We will make reasonable efforts to restore access or provide replacement links where applicable.

Temporary access issues do not automatically entitle you to a refund if we can reasonably provide replacement access or replacement files.

9. Statutory Rights

Nothing in this policy limits legal rights that cannot be excluded. If a service is not provided with reasonable care and skill, or digital content is faulty or not as described, you may have legal remedies under applicable law.

Where a refund or price reduction is legally required, we will handle it in accordance with applicable law.

10. Policy Updates

We may update this Refund Policy from time to time. The latest version will always be available on this page and will apply to new purchases from the date of publication.