Refund Policy

Suzyseela provides project-based, one-time video editing services. When you purchase a package or approve a custom quote, we reserve production time and a dedicated team to work on your project. This policy explains how we handle payments and situations where a refund may be considered.

1. General Policy

All payments for packages and custom projects are generally non-refundable once work has started on your order. We do not issue refunds or credits for:

• Change of mind after we have begun working on your project.
• Delays caused by late feedback, missing assets, or scope changes.
• Dissatisfaction based purely on creative preference when services have been delivered in line with your brief and our scope.

2. Cancelling an Order Before Work Begins

If you need to cancel an order before we have started any editing work, please contact us as soon as possible. In some cases we may be able to cancel the order and, at our discretion, issue a partial or full refund depending on whether any preparation work (such as project setup or file handling) has already been completed.

3. Billing Errors and Exceptional Cases

If you believe you have been billed incorrectly (for example, a duplicate charge, wrong plan, or a payment processed after timely cancellation), please contact us promptly with details of the charge.

We will investigate and, where we confirm an error, we will correct it which may include issuing a refund or credit. Any such adjustments are made at our discretion and/or where required by applicable law.

4. How to Request a Review

To request a review of a charge or ask about a potential refund, please email us with:

• Your full name and email associated with the account.
• The date and amount of the charge in question.
• Any relevant screenshots or transaction references from your bank or payment provider.

We aim to respond to billing enquiries within a reasonable timeframe and will let you know the outcome of our review.

5. Contact

For questions about this Refund Policy or to report a billing issue, you can reach us at:

Email: cle.hendricks@suzyseela.com