Refunds and Cancellations

We would rather fix a problem than process a refund, and we are good at fixing problems. But a guarantee only means something if it is written down and easy to use, so here it is.

Last updated: 30 August 2026.

The 14-day guarantee

If you are not satisfied within 14 days of the first payment on a new engagement, you can ask for your money back. You do not need to give a reason, though a reason helps us improve.

For monthly partnerships, the guarantee applies to your first billing month. A paid Sprint beforehand does not use it up: the Sprint is a separate trial priced on its own, and moving to a monthly retainer is a new engagement that carries its own 14-day guarantee. From the second month on, the partnership runs on its notice period instead (30 days, or as agreed), because by then both sides know exactly what working together looks like. There is no minimum term either way.

What is refunded and what is not

The guarantee covers our work that you have not yet received and published. It does not cover money that has already left the building or work you have already used:

Third-party purchases made for your project: music and stock licences, paid platform features, rentals, subscriptions, and credits spent inside subscriptions.

Payment processing fees, commissions and deductions charged by banks, Stripe or PayPal on the original payment. This deduction applies to business engagements; it is never made where a consumer exercises the statutory cancellation right.

Delivered and published work. Once a deliverable has been handed over and published or otherwise used, its share of the fee is earned. The rest is not: if you paid for four videos and one has been delivered and published, the remaining three are refunded in full. On a monthly retainer the same rule spans a mixed scope: if a month included an edit, a strategy session and three thumbnail concepts, whatever has been delivered and used is earned, and whatever has not is refunded.

The same rule protects you in reverse: if a refund is agreed for a deliverable, that deliverable is not published or used. Use and refund of the same piece of work never both happen.

Worked example. You pay for four videos. One is delivered and published, and £40 of licensed music was bought for the set. Your refund is the price of the three undelivered videos, minus the third-party costs already spent on them. Everything deducted is itemised; you will see exactly what was subtracted and why.

Cancelling a project

Before production starts: full refund, minus any third-party costs already committed.

During production: you pay for work completed and costs committed to the cancellation date; the remainder is refunded.

Monthly partnerships: 30 days' written notice, or the notice period in your agreement. There is no minimum term. The thirty days are billed in full, and where they run past the end of a billing cycle the extra days are charged pro-rata. Work continues as normal through the notice period: a notice month is a working month, not a wind-down. Nothing is charged beyond the notice period. Where BUBI gives the notice, the Partner may choose an earlier end date and pays only up to it.

If we ever cancel a project ourselves for reasons that are not a breach of terms on your side, you receive a full refund and everything completed up to that date.

How to claim

Email info@bubiproductions.com with the project name. We confirm the calculation with you first, then process the refund within 14 days to the original payment method. How invoicing works in the first place is on the Billing and Payments page, at /billing.

If you are a consumer

Our services are built for businesses, but if you engaged us as a consumer, the Consumer Contracts Regulations 2013 give you a statutory 14-day cancellation right that operates alongside this guarantee, and the Consumer Rights Act 2015 entitles you to services performed with reasonable care and skill regardless of any time window. Where the law gives you more than this page does, the law wins. Note that if you expressly asked us to start work early and we have fully performed the service, the statutory cancellation right no longer applies, and part-performed work is charged proportionately.