This policy applies to video editing, content production, and related services purchased from Crowbly LLC, doing business as Disteller, through a proposal, invoice, checkout page, or other payment flow. Where a project proposal contains different terms, the proposal controls for that project.
Bookings and deposits
A deposit or first payment may reserve production time, begin planning, or start work. It is applied to the project total unless your proposal says otherwise. We will confirm the scope, payment schedule, and expected timing before work begins.
Cancellations and rescheduling
If you need to cancel or reschedule, contact us as soon as possible. We will consider the work completed, production time reserved, third-party costs, and notice provided when determining what amount, if any, can be returned.
Monthly production plans reserve capacity for the agreed period. Cancellation normally stops the next renewal, while work already scheduled or delivered remains payable.
Refund requests
Fees are normally non-refundable once a billing period begins or work has been performed. We review requests for duplicate charges, incorrect billing, material service errors, or exceptional circumstances fairly and according to applicable law.
If a refund is approved, it is returned through the original payment method where possible. Processing times may depend on the payment provider.
Delivered work and revisions
Approving a cut, receiving final deliverables, using a deliverable publicly, or using an included revision round does not create a right to a refund. Corrections caused by our mistake are handled separately from the revision allowance described in your proposal.
Billing questions
To request a billing review, email knock@disteller.com with the project or invoice reference, the date and amount of the charge, and the reason for your request. Never send full card details by email.