```html Refund Policy | DecarunOff Studios

Refund Policy

Last Updated: January 2025

At DecarunOff Studios, we strive to provide excellent service and customer satisfaction. This Refund Policy explains our procedures regarding cancellations, refunds, and returns for our equipment rental, studio rental, and filming services.

Important: Please read this policy carefully before making a booking. By confirming a booking or purchasing our services, you agree to the terms outlined in this Refund Policy.

1. General Refund Principles

Our refund policy is based on the following principles:

Transparency and fairness in all refund decisions
Timely processing of refund requests
Clear communication throughout the refund process
Compliance with UK consumer protection laws
Consideration of individual circumstances where appropriate

2. Equipment Rental Cancellations and Refunds

2.1 Cancellation Policy

If you need to cancel an equipment rental booking, the following cancellation fees apply based on the notice period provided:

Notice Period Before Rental Date	Cancellation Fee	Refund Amount
More than 14 days	10% of total booking value	90% refund
7-14 days	50% of total booking value	50% refund
3-7 days	75% of total booking value	25% refund
Less than 3 days	100% of total booking value	No refund
No-show (failure to collect equipment)	100% of total booking value	No refund

2.2 How to Cancel

To cancel an equipment rental booking:

Send a cancellation request via email to bookings@decarunoff.pro
Include your booking reference number and reason for cancellation
Await confirmation of cancellation and refund details
Cancellations are effective from the date and time we receive your email

2.3 Security Deposit Refunds

Security deposits are fully refundable provided that:

Equipment is returned on time and in the same condition as collected
All components and accessories are returned
Equipment is clean and in working order
No damage, loss, or theft has occurred

Refund Timeline: Security deposits are refunded within 7-14 business days after equipment return and inspection.

2.4 Partial Security Deposit Deductions

Deductions from the security deposit may be made for:

Cleaning fees (if equipment returned dirty): £25-£100 depending on condition
Late return charges: 150% of daily rate per day or part thereof
Missing accessories: Replacement cost plus 20% handling fee
Minor damage: Actual repair cost plus administrative fee
Equipment testing/inspection after suspected misuse: £50-£150

3. Studio Rental Cancellations and Refunds

3.1 Studio Booking Cancellations

Notice Period Before Booking	Refund Policy
More than 7 days	Full refund minus 10% administrative fee
4-7 days	50% refund
48 hours - 4 days	25% refund
Less than 48 hours	No refund
No-show	No refund

3.2 Rescheduling Studio Bookings

Studio bookings may be rescheduled subject to the following conditions:

First rescheduling (more than 48 hours notice): No fee, subject to availability
Second rescheduling: £50 administrative fee
Subsequent rescheduling: £100 administrative fee
Rescheduling with less than 48 hours notice: Treated as cancellation

3.3 Partial Session Cancellations

If you need to end a studio session early:

No refund is provided for unused time
Minimum booking period charges always apply
Credit towards future bookings may be considered at management discretion

4. Filming and Production Services Refunds

4.1 Pre-Production Cancellations

Cancellations before filming/production begins:

Project Stage	Cancellation Fee	Refund
Before project planning starts	10% of project value	90% refund
After planning, before production	25% of project value	75% refund
Less than 7 days before scheduled production	50% of project value	50% refund
Less than 48 hours before production	100% of project value	No refund

4.2 Mid-Project Cancellations

If you cancel a project after production has started:

No refund for work already completed
You pay for all expenses incurred (crew, location fees, etc.)
You receive any footage/materials produced to date
Outstanding balance may be negotiated based on project stage

4.3 Dissatisfaction with Services

If you are not satisfied with our filming or production services:

Contact us within 7 days of project completion
Provide specific details of your concerns
We will attempt to resolve issues through revisions (within scope)
Partial refunds may be considered for legitimate quality issues
Refunds are not provided for subjective creative preferences

5. Company-Initiated Cancellations

5.1 Equipment Unavailability

If we must cancel your booking due to equipment unavailability or failure:

Full refund of all payments made
We will offer equivalent alternative equipment if available
Option to reschedule at no additional cost
Compensation for reasonable documented losses may be considered

5.2 Force Majeure

In cases of cancellation due to force majeure events (natural disasters, pandemics, government restrictions, etc.):

Full refund of payments for unused services
Deposits may be held as credit for future bookings
Rescheduling options will be provided
No liability for consequential losses

5.3 Client Breach of Terms

If we cancel services due to your breach of our Terms and Conditions:

No refund will be provided
You remain liable for any damages
Examples: providing false information, illegal use of equipment, unsafe behavior

6. Refund Processing

6.1 Refund Methods

Refunds are processed using the same payment method used for the original transaction:

Credit/Debit Card: 5-10 business days
PayPal: 3-5 business days
Bank Transfer: 7-14 business days
Cash: Immediate or by arrangement

6.2 Refund Timeline

Once a refund is approved:

We process the refund within 3-5 business days
Additional time may be required by your financial institution
You will receive email confirmation when refund is processed
Contact us if refund is not received within stated timeline

6.3 Partial Refunds

Partial refunds may be issued for:

Equipment returned with minor damage (deposit deduction)
Partially completed projects
Service quality issues resolved partially
Pro-rated cancellations where applicable

7. Non-Refundable Items and Services

7.1 The following are non-refundable:

Administrative and booking fees
Custom orders or special equipment procurement
Third-party costs (location fees, talent fees, permits)
Completed deliverables that meet agreed specifications
Services already rendered
Late cancellations as per policy above
No-show bookings

7.2 Promotional and Discounted Bookings

Special promotional offers may have different cancellation and refund terms, which will be clearly stated at the time of booking.

8. Equipment Damage and Loss

8.1 Minor Damage

If equipment is returned with minor damage:

Deduction from security deposit for repair costs
Invoicing for costs exceeding deposit
You may dispute charges with supporting evidence within 7 days

8.2 Major Damage or Total Loss

For equipment that is severely damaged, lost, or stolen:

Full security deposit is forfeited
You are invoiced for full replacement cost
Police report required for theft claims
Insurance claims should be pursued if you have coverage
Payment terms may be negotiated for high-value items

9. Disputes and Exceptions

9.1 Dispute Resolution

If you disagree with a refund decision:

Contact us in writing within 14 days with your concerns
Provide any supporting documentation or evidence
We will review your case and respond within 7 business days
A senior manager will conduct an independent review if needed
Final decision will be communicated in writing

9.2 Exceptional Circumstances

We may make exceptions to this policy in cases of:

Medical emergencies (documentation required)
Bereavement (documentation may be requested)
Serious unforeseen circumstances
Errors or failures on our part

Each case is evaluated individually, and decisions are at management discretion.

10. Your Consumer Rights

UK Consumer Rights Act 2015

This refund policy does not affect your statutory rights under UK consumer protection law. You have the right to:

Services performed with reasonable care and skill
Services as described
Goods of satisfactory quality
Remedies if services or goods are faulty

For more information, visit the Citizens Advice website.

11. Requesting a Refund

11.1 How to Request

To request a refund:

Email your request to refunds@decarunoff.pro
Include:
- Booking reference number
- Name and contact details
- Reason for refund request
- Date of booking/service
- Any supporting documentation
You will receive acknowledgment within 2 business days
Refund decision will be communicated within 7 business days

11.2 Required Information

To process your refund efficiently, please provide:

Proof of payment (receipt, transaction confirmation)
Original booking confirmation
Account details for bank transfer refunds (if applicable)
Photographic evidence (for equipment damage disputes)

12. Credits and Vouchers

12.1 Account Credits

In some cases, we may offer account credit instead of monetary refunds:

Credits can be used for future bookings
Credits are typically valid for 12 months from issue date
Credits are non-transferable
Expired credits cannot be reactivated or refunded

12.2 Gift Vouchers

Gift vouchers or promotional codes are subject to specific terms and are generally non-refundable.

13. Chargebacks and Payment Disputes

13.1 Chargebacks

If you initiate a chargeback with your bank/card issuer:

Please contact us first to resolve the issue
We will provide documentation to defend legitimate charges
Unwarranted chargebacks may result in:
- Suspension of account and services
- Recovery of costs and fees
- Legal action if appropriate

13.2 Payment Failures

Failed payments may result in:

Booking cancellation
Application of cancellation fees
Reporting to credit agencies for significant amounts

14. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the updated policy.

Significant changes will be communicated via email to existing clients where possible.

15. Questions and Support

DecarunOff Studios - Refund Enquiries

If you have questions about this Refund Policy or need assistance with a refund:

Email: refunds@decarunoff.pro

General Enquiries: info@decarunoff.pro

Website: https://decarunoff.pro

Response Time: We aim to respond to all refund enquiries within 2 business days

16. Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

Important Notice: This Refund Policy should be read in conjunction with our Terms & Conditions and Privacy Policy. In case of any conflict between documents, the Terms & Conditions take precedence.

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