Refund & Cancellation Policy

1. The 14-Day Evaluation Window

For all first-time project bookings or initial monthly retainer kickoffs:

• If during the first fourteen (14) days from the order date or initial concept delivery you are unsatisfied with the creative direction and wish to discontinue, you may request a cancellation and refund.
• Refunds issued during this concept phase may be eligible for up to an 80% to 100% refund of fees paid, minus any non-recoverable direct hard costs already incurred on your behalf (such as custom purchased commercial music licenses, specialized stock video purchases, or third-party voiceover fees).

2. Milestone Approvals & Exclusions

Refunds are not available in the following circumstances:

• Approved Milestones: Once a Client provides written or portal approval for a milestone cut, storyboard, script, or final master delivery, that milestone is considered accepted and non-refundable.
• Completed Projects: Once all agreed revision rounds are completed and high-resolution master video files are exported and delivered, the project is deemed complete.
• Change of Mind Outside 14 Days: Refund requests submitted after 14 days from initial order placement cannot be refunded.
• Client Delay: Delays caused solely by the Client’s failure to provide necessary raw assets, scripts, or feedback do not extend the evaluation deadline or entitle the Client to a refund.

3. Monthly Retainer & Subscription Cancellations

For monthly retainer contracts (e.g. Social Media Management or Ongoing Video Sprints):

• You may cancel recurring retainers at any time.
• To avoid being charged for an upcoming billing cycle, submit written notice of cancellation via email to support@ashivox.net at least thirty (30) days prior to the renewal date.
• Upon cancellation, our production team will continue fulfilling all deliverable quotas through the end of the paid billing period. There are zero penalty fees or early exit fees.

4. Step-by-Step Refund Request Process

To request an eligible refund, follow these simple steps:

1. Submit a Written Notice: Send an email to support@ashivox.net with the subject line: Refund Request - [Order / Invoice Number].
2. Provide Order Details: Include your full name, business email, transaction date, and a brief description of the issue or why the creative deliverables did not meet expectations.
3. Review & Determination: Our Executive Producer and Billing Team will review the project log and communicate a formal determination within two (2) business days.

5. Refund Method & Processing Timelines

Once approved:

• Refund Destination: Refunds are credited strictly back to the original method of payment (the credit/debit card, ACH account, or wire transfer originally charged) via our payment processors (Stripe or Wise). Under no circumstances are refunds paid out to alternate third parties.
• Processing Time: ASHIVOX LLC initiates the refund within one (1) business day of approval. Depending on your financial institution or card issuing bank, the credit typically appears on your statement within 5 to 7 business days (and up to 10 business days for international wire transfers).
• Confirmation: An automated electronic refund receipt with the processor ARN / transaction ID is emailed to you as soon as the credit is submitted.

6. Billing Questions & Support

If you have questions regarding any transaction or invoice from ASHIVOX LLC, contact us directly before initiating a chargeback or payment dispute with your bank so we can resolve the matter quickly and amicably: