Refund policy

Refund & Cancellation Policy

1. Introduction and Purpose of This Policy

At Cheercrew ("we", "us", "our"), we take enormous pride in creating personalized, custom-made, one-of-a-kind greeting videos that are produced specifically, individually, and uniquely for each and every customer based on the personal details, photographs, messages, song preferences, and other instructions that you, the customer, choose to provide to us at the time that you place your order. Because of the deeply personal, bespoke, made-to-order, and individually tailored nature of the products and services that we offer, sell, produce, and deliver, this Refund & Cancellation Policy (hereinafter referred to as "this Policy") has been written, drafted, and provided in order to explain, clarify, describe, and set out, in as much detail as reasonably possible, the circumstances under which a refund, a return, a cancellation, an exchange, a credit, or any other form of remedy may or may not be available, offered, granted, or provided to you in connection with any order that you place with us through our website. We kindly, respectfully, and strongly encourage you to read, review, and fully understand this entire Policy, in its complete and total entirety, before you place, submit, confirm, or pay for any order.

2. The Nature of Our Products and Services

The products and services that we provide are custom, personalized, bespoke, made-to-order digital video products. This means, in plain and simple terms, that once your order has been received by us and once our production team has begun, started, or completed the process of filming, recording, editing, producing, assembling, rendering, and finalizing your video, the resulting product is unique to you and to you alone, and it therefore cannot be resold, reused, restocked, returned to inventory, or offered to any other customer. This fundamental characteristic of our products is extremely important, relevant, and central to understanding how, when, and whether refunds and cancellations may be possible.

3. General Principles Regarding Refunds

We genuinely, sincerely, and wholeheartedly want every single one of our customers to be delighted, satisfied, thrilled, and happy with the personalized greeting video that they receive from us. In the unlikely, uncommon, and rare event that something goes wrong, that an error occurs on our side, or that the final product is not delivered in accordance with the specifications, instructions, and details that you provided at the time of ordering, we will always endeavor, attempt, and try, in good faith, to work together with you to find a fair, reasonable, and mutually acceptable solution, which may include, at our sole and absolute discretion, a correction, a revision, a re-edit, a re-shoot, a partial refund, or, in appropriate cases, a full refund.

4. Cancellation of Orders Before Production Has Begun

If, and only if, you wish to cancel your order, and if you contact us with such a cancellation request before our production team has begun, started, or commenced any part of the filming, recording, editing, or production process for your specific video, then we will, in the vast majority of such cases, be able to cancel your order and provide you with a full refund of the amount that you paid. In order to have the best possible chance of cancelling your order before production begins, we strongly urge, advise, and recommend that you contact us as quickly, promptly, and rapidly as possible after placing your order, by sending an email to info@cheercrew.com with your order number and your cancellation request.

<small>Please note, in particular and in fine print: once a video has been ordered and subsequently received, delivered, or made available to you, that video can no longer be cancelled, refunded, reversed, or reimbursed under any circumstances, because the video has, by that point, already been fully produced, completed, and finalized specifically and exclusively for you.</small>

5. Circumstances in Which Refunds May Be Considered

Refunds, either full or partial, may be considered, evaluated, reviewed, and, at our discretion, granted in certain limited situations, which include, but are not necessarily limited to, the following: (a) where we are, for any reason attributable to us, entirely unable to produce or deliver your video; (b) where the final video contains a material, substantial, and significant error that was caused by us and that clearly deviates from the instructions that you provided; or (c) where any other situation arises that, in our reasonable and good-faith judgment, warrants, justifies, and merits a refund.

6. Circumstances in Which Refunds Are Not Available

For the sake of clarity, transparency, and the avoidance of any doubt, refunds will generally not be available, offered, or granted in the following situations, which include, but are not limited to: (a) where you simply change your mind after the video has been produced; (b) where you provided incorrect, incomplete, misspelled, or inaccurate details, names, messages, or photographs at the time of ordering; (c) where you are dissatisfied with elements that are inherently subjective, artistic, or stylistic in nature; (d) where a minor variation exists that does not materially affect the overall result; or (e) where delivery was delayed due to circumstances outside of our reasonable control.

7. Production Methods, Editing, and Enhancements

Our talented, dedicated, and hardworking production teams use a wide, broad, and varied range of tools, techniques, methods, and technologies in order to film, edit, refine, polish, improve, and enhance the greeting videos that we produce, so that the final result is as joyful, fun, high-quality, and memorable as we can possibly make it for you and for the person who will ultimately receive your gift.

<small>Please be aware, in fine print, that some or all of our videos may be AI-enhanced, meaning that artificial intelligence tools and technologies may be used as part of the filming, editing, enhancement, or production process in order to improve or refine the final result.</small>

8. How to Submit a Refund or Cancellation Request

If you believe that you may be entitled to, or wish to request, a refund or a cancellation, you should contact us by email at info@cheercrew.com, and you should include, provide, and supply the following information in order to help us review and process your request as quickly and efficiently as possible: (a) your full name; (b) your order number; (c) the email address that you used when placing your order; and (d) a clear, detailed, and specific description of the reason for your request. We will then review, assess, and evaluate your request and respond to you within a reasonable period of time.

9. Processing Times for Approved Refunds

In the event that a refund is reviewed, approved, and authorized by us, please understand and be aware that the actual processing, clearing, and appearance of that refund back into your original method of payment may take a certain number of business days, and that the exact timing is dependent upon, and controlled by, your bank, your card issuer, or your payment provider, and is therefore not something that is entirely within our direct control.

10. Partial Refunds

In certain situations, and at our sole and reasonable discretion, we may offer a partial refund rather than a full refund, particularly in cases where a portion, part, or element of your order was delivered correctly and satisfactorily, but another portion, part, or element was not.

11. Chargebacks and Payment Disputes

We kindly and respectfully ask that, before initiating, filing, or raising any chargeback, dispute, or claim with your bank or payment provider, you first contact us directly at info@cheercrew.com so that we may have a fair, reasonable, and genuine opportunity to understand, address, and resolve your concern amicably and directly.

12. Delivery Issues

If you have not received your finished video within the expected timeframe, please first check your email inbox, including your spam, junk, and promotions folders, and then, if you still cannot locate your video, contact us at info@cheercrew.com and we will be happy to assist, help, and support you.

13. Changes and Updates to This Policy

We reserve the right, at any time and from time to time, to amend, modify, update, revise, or change this Policy, and any such changes will become effective immediately upon being posted on this page.

14. Contact Information

If you have any questions, concerns, queries, or requests regarding this Refund & Cancellation Policy, please do not hesitate to contact us at:

Cheercrew
📧 info@cheercrew.com