What If You're Not Happy With the Video?
If you're not happy with the video, what happens next depends on whether the issue is technical or creative.
We handle it differently depending on the cause. An unhappy reaction to a video almost always traces back to one of two things: a technical fault in the footage, or a gap between the creative vision and what was filmed. Those need different fixes, so we treat them separately. Here is exactly what happens in each case.
Technical issues
If the footage has a technical fault that came from our error, we make it right at our cost. This covers problems with the capture itself rather than taste or style:
- Footage that is out of focus or has exposure problems
- Corrupted or unusable files
- If it was videographer error, we reshoot at no charge
- If a reshoot is not possible, we provide a partial refund
Because you receive all of your raw footage, you can review every clip yourself and flag a technical problem clearly, which makes resolving it fast.
Creative direction
If the concern is about style, angles, or overall vision, the best fix is alignment before we ever roll. Creative taste is subjective, so we lock it in up front instead of guessing on the day:
- A pre-shoot call to agree on the look and feel
- A shot list so we capture the angles and moments you want
- Reference videos so we match the style you have in mind
- One free revision round on every edited deliverable
That free revision round is included on every edit, so a creative tweak after delivery is built into the price. The full revision policy is on the revisions page.
How to get it sorted
Contact support within 48 hours of delivery and we will work to resolve it. Tell us whether the problem is technical or creative and point us to the specific clips or moments. The fastest path is to reach out to our team, and if you are planning your next project you can book a shoot with the pre-shoot alignment built in from the start.
Our approach to satisfaction
Customer satisfaction comes down to two things: aligning on the creative before the shoot, and standing behind the footage when something is technically wrong on our end. We do not promise endless free reshoots, but we do make a technical fault right, and a pre-shoot conversation prevents most creative surprises.
Let's make it right.
Technical faults fixed at our cost. Creative direction aligned up front.