Purpose and application
This Policy explains how Lazeriq Motion handles cancellation requests, paused or abandoned projects, service complaints, technical correction requests, and potential refunds. It applies unless a signed project agreement provides different terms.
Video editing and post-production are scheduled creative services based on reserved production time and client-specific work. Cancellation outcomes therefore depend on when the request is received, what work has been completed, what time has been reserved, and whether non-cancellable costs have been committed.
Cancellation before work begins
A client may request cancellation in writing before work begins. If no production time has been reserved, no third-party cost has been committed, and no substantive preparation has been completed, amounts paid may be refunded less any clearly disclosed non-refundable processing charges.
Project intake, footage inspection, media organization, technical testing, scheduling, proxy preparation, and editorial planning may count as work even before a first cut is presented. If any of these activities have begun, the cancellation will be handled under the provisions below.
Cancellation after work begins
If the client cancels after work begins, the client is responsible for work completed through the effective cancellation date, approved third-party expenses, non-cancellable commitments, and any applicable charge for production time specifically reserved for the project and no longer reasonably available for reassignment.
We will provide a reasonable summary of the amount retained or invoiced. Partially completed files, project files, timelines, proxies, or drafts are not automatically deliverables. If the client requests usable work-in-progress materials, availability, transfer format, rights, and additional preparation charges must be agreed in writing.
Deposits and reserved production time
A deposit may secure intake work and production availability. The project confirmation should identify whether a deposit is refundable, partially refundable, or non-refundable. A non-refundable portion reflects real scheduling risk, preparation, administration, or committed capacity and is not intended as a penalty.
If a cancellation occurs far enough in advance for reserved time to be reassigned, we may reduce a scheduling charge at our discretion after considering work completed and actual loss. A date change is not guaranteed and may require a rescheduling fee when the original production window cannot reasonably be reused.
Client delay, inactivity, and project pause
If required footage, instructions, approvals, or payment are delayed, we may pause the project and release its reserved production slot. A revised schedule will depend on current availability. After 30 consecutive days without the information or approval needed to proceed, we may classify the project as inactive, invoice work completed, and archive available materials.
Restarting an inactive project may require a new estimate, updated scope, archive retrieval charge, or renewed deposit. We cannot guarantee that project files or source copies will remain available after the communicated retention period.
Cancellation or suspension by Lazeriq Motion
We may suspend or cancel a project for nonpayment, material breach, unlawful or unauthorized content, abusive conduct, unresolved rights concerns, security risk, technical impossibility not reasonably apparent at intake, or a prolonged failure to provide required decisions.
If we cancel for reasons not caused by the client and cannot reasonably complete the agreed service, we will refund the portion of payments attributable to unperformed work, excluding properly approved and non-recoverable third-party costs. If cancellation results from the client’s breach, amounts due for completed work and committed costs remain payable.
How to submit a complaint
A complaint should be submitted in writing as soon as reasonably possible. It should include the client name, project or invoice reference, relevant delivery version, dates, a clear description of the issue, supporting screenshots or time codes where useful, previous communication relevant to the issue, and the requested resolution.
General statements without a version reference or specific example may delay assessment. The complaint should be submitted by the person authorized to provide project instructions or by a representative whose authority can be verified.
Acknowledgment and review process
We aim to acknowledge a complete complaint within three business days. We will review the accepted scope, source limitations, instructions, review history, approvals, exports, and other relevant records. We may ask targeted questions or request access to the file and playback environment where a technical issue occurred.
We aim to provide a substantive response within ten business days after receiving the information reasonably needed for review. Complex rights, payment, file-corruption, or third-party platform issues may take longer. If so, we will provide a status update when practical.
Technical defects and correction window
A technical defect is a reproducible delivery problem that causes the supplied final file to differ materially from the approved edit or agreed export specification. Examples may include an incorrect final export setting, missing approved element, or confirmed render error introduced during our process.
The client should report technical defects within seven calendar days of delivery and before distributing or substantially modifying the file. Where the issue is verified and within scope, our primary remedy is correction and re-export within a reasonable period. Source-footage defects, platform recompression, device playback variation, third-party software behavior, or later creative changes are not technical defects introduced by us.
Creative disagreement and out-of-scope changes
Editing involves judgment. A difference in personal preference is not by itself defective performance when the work follows the accepted brief and approved direction. Included review rounds are the normal process for refining pacing, selection, transitions, and presentation within scope.
A request to replace substantial footage, reverse an approved structure, create a different concept, add versions, expand the duration, or adopt instructions supplied after approval may require an additional estimate. We will distinguish such requests from corrections before further work begins.
Refund assessment
Refunds are evaluated according to the accepted project terms, work performed, production time reserved, costs incurred, deliverables supplied, approvals, and the nature of the complaint. A full refund is generally not available after substantial custom work has been completed in accordance with the approved scope.
Where a refund or credit is appropriate, it may be limited to the affected service portion. Approved refunds are normally returned through the original payment method when practicable. Bank, processor, or currency-conversion timing is outside our control. A refund does not grant rights to unpaid drafts or working files.
Escalation, records, and contact
If the initial response does not resolve the complaint, the client may request one internal reconsideration and should identify the specific factual or contractual point believed to be unresolved. The reconsideration will be reviewed by a person able to evaluate the project record with reasonable independence from the original response.
This Policy does not remove rights that cannot be waived under applicable law and does not extend a legal filing deadline. Clients should retain project confirmations, invoices, approvals, review notes, and delivered versions relevant to a dispute.