Refund policy

Return and Refund Policy LiveUP Media – Video Production Company London Kemp House, 152–160 City Road, London EC1V 2NX www.liveupmedia.co.uk

Effective date: March 2026

This policy applies specifically to our 45-Second Technology Animated Explainer Video service.

Because this is a custom creative service where we invest time, talent, creativity and studio resources from the moment we begin work, all sales are final.

Refunds

  • No refunds are available once you have paid and the project has been accepted.
  • Work begins after the discovery/kick-off call and receipt of your branding assets.
  • The only exception is this: If, immediately after purchase (and before the discovery call or any work starts), we review our current studio schedule and determine we cannot accommodate your project in a reasonable timeframe, we will contact you and issue a full refund. This is the only circumstance under which a refund will ever be given.

Cancellations

  • You cannot cancel the project once the discovery call has taken place or once the first draft has been delivered.
  • If you abandon the project at any stage, no refund will be issued. We reserve the right to use the work in our portfolio and marketing materials unless you explicitly requested privacy in writing before work began.

Additional Work & Revisions

  • Two rounds of revisions are included.
  • Any work beyond the included scope (extra revisions, branding updates after delivery, major new ideas, etc.) is charged at £85 per hour and is non-refundable.
  • These charges are invoiced separately and payable within 30 days.

Returns

This is a digital service. There are no physical products, therefore no returns are possible.

How to Request a Refund (Only the Scheduling Exception)

If you believe you qualify for the scheduling exception, email us immediately at allan@liveupmedia.co.uk with your order number. We will review and respond within 48 hours.

Questions?

If you have any questions about this policy, please contact us before purchasing: allan@liveupmedia.co.uk

This policy is governed by the laws of England and Wales and forms part of our overall Terms and Conditions.