Refund Policy

This policy explains how cancellations, refunds, corrections, and re-performance are handled for our custom creative services, reserved production capacity, digital deliverables, and online purchases. Eligibility depends on the work completed, costs committed, files supplied, and mandatory law applicable to the customer.

Last updated: 12 August 2026 · Version 2.4

1. Scope and Mandatory Rights

This policy applies to San Roku Ku services and online purchases, including website design and customisation, design, artwork, subtitles, transcription, translation, trailers, editing, production services, revision rounds, rush delivery, source files, motion graphics, social media artwork adaptations, social cuts, and related add-ons or digital deliverables.

Nothing in this policy excludes or restricts consumer rights or remedies that cannot lawfully be excluded in the country or region whose mandatory law applies to the purchase. If this policy conflicts with such a right, the mandatory law prevails.

A consumer is an individual purchasing mainly for personal purposes. A business customer is a person or organisation purchasing mainly for trade, business, craft, or professional purposes. Different legal rules may apply to each.

2A. Fixed-Price Custom Website Design

Unless otherwise agreed, custom website design is paid in two stages: a 50% initial payment before discovery or design work begins and a 50% final payment after approval and before deployment or final handover. The initial payment funds and reserves work on the project but is not automatically non-refundable.

If the client cancels, any refund will be assessed against the project stage and the reasonable value of work already supplied, including discovery, initial design, agreed revisions, development, preview preparation, testing, and launch preparation, together with disclosed, evidenced, non-recoverable third-party costs that may lawfully be retained. We will refund the remaining prepaid amount and will not retain more than a fair and proportionate sum permitted by applicable law.

Approval of a design direction or working preview does not create a change-of-mind refund for conforming work already completed, but it does not remove remedies for work that is faulty, materially different from the agreed scope, or not performed with reasonable care and skill. If San Roku Ku cannot complete the agreed project, prepaid amounts attributable to work not performed will be refunded.

Changes to an approved design direction, additional pages or features, replacement content, new integrations, or requests beyond the agreed revision allowance are outside the fixed-price scope and will proceed only after a separate price or hourly charge is agreed.

2B. Hourly Website Customisation

For website customisation charged by the hour, authorised time already reasonably worked is chargeable at the hourly rate agreed before work began. Completed working hours are not refundable merely because the client changes their mind after the authorised work has been completed.

If the client cancels, any prepaid amount attributable to hours not worked will be refunded. A separately agreed booking or administrative fee may be retained only where it was fairly disclosed, reflects a genuine direct loss arising from the cancellation, and may lawfully be retained. We will not retain advance payment for work we no longer have to perform except where applicable law fairly permits recovery of a direct loss.

If San Roku Ku is unable to complete authorised website work, any prepaid amount attributable to work not performed will be refunded. If completed work is faulty, materially different from the agreed scope, or not performed with reasonable care and skill, the correction, repeat-performance, price-reduction, refund, and other remedies in this policy and applicable law remain available.

Additional features, design changes, or requests outside the original authorised scope are not corrections and are charged separately only after agreement. A technical issue caused directly by San Roku Ku's implementation and within the agreed scope will be corrected without an additional labour charge.

2. Cancellation by Project Stage

Before work begins and before production capacity or third-party services are committed, an accepted cancellation will normally receive a full refund.

After work begins or capacity is reserved, any refund may be reduced by a fair, proportionate amount for work already performed and by disclosed, evidenced, non-recoverable third-party costs that we are legally entitled to retain.

After custom work is completed or a final digital deliverable is supplied, a change-of-mind refund will normally not be available. This does not affect remedies for work that is faulty, materially different from the agreed description, or not performed with the standard required by applicable law.

We do not deduct ordinary administrative costs or payment-processing charges where applicable law does not allow us to do so.

3. Regional Consumer Rights

United Kingdom consumers may have statutory cancellation rights for distance contracts, commonly including a 14-day cancellation period for services. If the consumer expressly requests performance during that period, a proportionate charge may apply for work supplied before cancellation. The right may be lost after full performance only where the legally required request and acknowledgement were obtained.

Consumers in the European Union or European Economic Area may have a statutory right to withdraw from a distance contract, commonly within 14 days. Rules concerning early performance, proportionate payment, personalised products, and immediate digital supply vary by the type of contract and applicable national law.

Japan does not generally provide a cooling-off right for ordinary online shopping in the same way as some distance-selling regimes. The cancellation terms shown before purchase therefore apply, subject to the Act on Specified Commercial Transactions, the Consumer Contract Act, and other mandatory Japanese protections where applicable.

Customers elsewhere retain all mandatory cancellation, refund, conformity, and consumer-protection rights applicable to their purchase. Regional summaries are general information and do not replace the law that applies to an individual transaction.

4. Early Performance and Digital Supply

Where local law requires it, we will ask a consumer to expressly request that a service begin during a cancellation or withdrawal period. If the consumer cancels after making that request, we may charge only the amount permitted for work supplied up to cancellation.

Where local law requires consent before immediate digital supply, we will ask for express consent and acknowledgement of any resulting loss of cancellation or withdrawal rights before access or delivery begins.

Describing a service as custom, digital, urgent, reserved, or non-refundable does not by itself remove a mandatory right. Any loss of a right applies only when the relevant legal conditions have been met.

5. Faulty, Deficient, or Incorrect Work

If our work is faulty, materially different from the agreed description, delivered incorrectly, or not performed with the care and skill required by applicable law, contact us with the order reference and a clear description of the issue.

Depending on the circumstances and applicable law, an appropriate remedy may be correction, replacement, re-performance, a proportionate price reduction, or a full or partial refund. We may first offer correction or re-performance where that is lawful, reasonable, and can be completed without significant inconvenience.

These remedies are separate from change-of-mind cancellation and cannot be excluded by approval, download, use, or a short notification period where applicable law preserves them.

6. Revisions, Approval, and Creative Preference

Revision rounds are limited to the purchased package or add-on. A new brief, new creative direction, replacement materials, new runtime, new language, or work outside the agreed scope may require an additional purchase.

A difference in subjective creative preference does not automatically create a right to a refund where the deliverable follows the agreed brief, specifications, and purchased scope. This does not limit remedies where the work fails to meet the contract or a mandatory legal standard.

Approval or public use may be relevant when assessing a complaint, but does not remove a right that cannot legally be excluded.

7. Platforms and Third Parties

We cannot guarantee acceptance, selection, monetisation, ranking, distribution, revenue, audience response, or processing time by Filmhub, streaming services, festivals, distributors, social platforms, or other third parties.

A third-party rejection or policy change does not by itself create a right to a refund where our work met the agreed specification at the time it was supplied. This exclusion does not apply where the outcome was materially caused by our failure to follow the purchased specification or exercise the care and skill required by applicable law.

Properly disclosed third-party costs and rush-production commitments may be non-recoverable once incurred, but we will not retain amounts that are recoverable or that applicable law requires us to return.

8. Technical Access and Delivery Problems

Please report a broken delivery link or access problem to [email protected] within 48 hours where possible so we can resolve it promptly. This is a service request, not a deadline that shortens any statutory right or legal claim period.

We will make reasonable efforts to restore access or provide a replacement link or file. A temporary problem will not normally justify a refund if it is corrected within a reasonable time and without significant inconvenience, subject to applicable law.

9. Refund Calculation and Payment

Any refund will be calculated from the amount actually paid, taking account of lawful deductions, work supplied, and recoverable costs. Duplicate payments and confirmed billing errors will be corrected in full.

Approved refunds are normally returned to the original payment method unless another method is required by law or agreed with the customer. We process refunds without undue delay and within any mandatory legal deadline. Banks, card networks, and payment providers may require additional time to display the credit.

Where an order used a promotion, bundle, or partial credit, the refund will reflect the amount allocated to the cancelled or deficient part of the order rather than its undiscounted list price.

10. How to Request Cancellation or a Remedy

Email [email protected] with your name, order reference, the affected service, and a clear statement of whether you want to cancel or report a problem. For a problem, include enough detail and, where useful, screenshots or the affected file so we can assess it.

No special wording is required. A cancellation takes effect when a clear notice is received, subject to applicable law. We will acknowledge the request and may ask for information reasonably needed to verify the order or determine the appropriate remedy.

For a model cancellation notice, you may write: ‘I give notice that I cancel my contract for [service], ordered on [date]. Name: [name]. Order reference: [reference].’

11. Payment Disputes and Chargebacks

Please contact us first where practical so we can investigate promptly. This does not prevent you from using any chargeback, card-scheme, payment-provider, or statutory dispute right available to you.

If a payment dispute is raised, we may provide the payment provider with relevant evidence such as the order, accepted policy version, project communications, work completed, approvals, and delivery records. Personal information is handled in accordance with our Privacy Policy.

12. Policy Updates

We may update this Refund Policy for future purchases. The version accepted when an order is placed applies to that order unless a later change is required by law or is more favourable to the customer.

Questions about this policy may be sent to [email protected].