Refund Policy

This Refund Policy outlines the terms under which refunds are issued for video editing services provided by The Waterhouse Edit (referred to as the “Provider”, “we”, “us”, or “our”).

By hiring us and paying a deposit or invoice, you agree to this policy alongside our Terms and Conditions.

1. The Nature of Our Services

As our video editing services are highly bespoke and involve the creation of custom digital content, they are exempt from standard consumer cancellation rights (such as the 14-day cooling-off period) once the editing work has commenced. Because digital files cannot be "returned" in a traditional sense, our refund terms are strictly structured around the project timeline.

2. Deposits

To secure a booking in our schedule, we generally require a non-refundable deposit.

• This deposit covers initial administrative work, project setup, media ingestion, and the reservation of our editing time.

• Deposits are non-refundable unless we (the Provider) are forced to cancel the project prior to starting work.

3. Cancellations Before Work Commences

If you decide to cancel your project after paying the deposit but before we have begun any editing work:

• Your deposit will be retained.

• If you have paid the full project fee upfront, we will refund the remaining balance (total fee minus the non-refundable deposit) via BACS transfer within [e.g., 7 or 14] working days.

4. Cancellations During the Project

If you choose to cancel the project after editing work has commenced but before it is completed:

• We will calculate the amount of work completed up to the point of cancellation based on our hourly rate of per hour (or a pro-rata percentage of the project fee).

• If the value of the completed work is less than the amount you have already paid, we will refund the difference.

• If the value of the completed work exceeds what you have already paid (e.g., just the deposit), we will invoice you for the remaining balance for the time spent.

5. Completed and Delivered Projects

Once the final exported video files and/or raw project files have been delivered to you via our secure download link, no refunds will be issued.

• Dissatisfaction: Video editing is subjective. We ensure client satisfaction through the agreed-upon revision rounds outlined in our Terms and Conditions. We will work closely with you during these revisions to ensure the final product meets your brief. Dissatisfaction with the creative direction after the agreed revisions have been exhausted does not warrant a refund.

6. Provider Cancellations

In the highly unlikely event that we are unable to complete your project due to severe illness, equipment failure, or other unforeseen circumstances:

• We will notify you immediately.

• You will receive a full refund of all monies paid, including the deposit.

• We will return all raw footage provided by you and will assist in handing over the project files as they stand, so you can transition the work to another editor if needed.

7. How Refunds are Processed

Because we only accept payments via BACS (bank transfer), all approved refunds will be transferred directly back to the original bank account used for the payment. We aim to process all approved refunds within 14 working days.