Refund & Cancellation Policy

Every clip we make is custom — filmed specifically for you, to your request. That means our refund terms work differently than a typical retail purchase, where an unwanted item can just be restocked and resold.

Before you pay

Submitting the Order a Custom form doesn't charge you anything. You can change your mind at any point before accepting a quote — nothing owed, no questions asked.

After you pay

Once you accept a quote and pay, your order is scheduled into our filming queue and production time is set aside for it.

• Cancel before filming begins: full refund, minus any payment-processing fees we can't recover.
• Cancel after filming has started, or once your clip is delivered: non-refundable — the content has been made specifically for you and can't be resold to anyone else.
• Our mistake: if what you receive doesn't match what was approved (wrong file, technical defect, etc.), let us know and we'll fix it with a reshoot, correction, or refund.

Chargebacks

If something's wrong with your order, please reach out to us first — most issues can be sorted out directly and quickly. Filing a chargeback with your bank before contacting us can delay resolution and, since the content was custom-made at your request, may not result in a different outcome than reaching out to us directly would.

How to request a cancellation or refund

Email alenastudioz@gmail.com with your Client ID and order details. Approved refunds are returned to your original payment method, typically within 5–10 business days.