Refund Policy
1. Introduction
BLAKFRAME LTD adheres to the Consumer Rights Act 2015 (CRA) and applicable UK consumer protection legislation for fair refunds on video production services. This policy outlines our refund procedures, eligibility criteria, and client rights regarding service cancellations and refunds.
As a provider of bespoke digital content services, our refund policy is designed to balance client protection with the nature of custom video production work. We are committed to resolving disputes fairly and maintaining professional standards throughout all client interactions.
2. Refund Eligibility
Refunds may be available under the following circumstances:
2.1 Full Refund Eligibility
- Services not delivered as described in the service agreement
- Material breach of contract by BLAKFRAME LTD
- Failure to meet agreed specifications and requirements
- Technical issues preventing service delivery
- Project cancellation before commencement of work
2.2 Partial Refund Eligibility
- Minor deviations from agreed specifications
- Delays in delivery beyond agreed timelines (without client-caused delays)
- Quality issues that can be resolved through revisions
- Scope changes requested by client after project commencement
2.3 No Refund Circumstances
- Client dissatisfaction with creative interpretation or subjective preferences
- Changes in client requirements after project approval
- Client-provided content issues or delays
- Bespoke work completed and delivered according to specifications
- Services delivered but not utilized by client
3. Refund Process
The refund process follows these structured steps to ensure fair and efficient resolution:
3.1 Refund Request Submission
- Submit refund request in writing to info@blakframe.com
- Include project reference number and detailed reason for refund request
- Provide supporting documentation and evidence where applicable
- Specify preferred resolution method (refund, revision, or alternative solution)
3.2 Initial Assessment
- Refund request acknowledged within 48 hours of receipt
- Initial assessment completed within 5 business days
- Review of project documentation and service agreement
- Evaluation of refund eligibility against policy criteria
3.3 Investigation and Resolution
- Comprehensive investigation completed within 14 business days
- Review of project deliverables against agreed specifications
- Assessment of client feedback and service performance
- Determination of appropriate resolution and refund amount
3.4 Refund Processing
- Refund decision communicated within 14 business days
- Processing of approved refunds within 5-10 business days
- Refund processed via original payment method when possible
- Alternative payment methods arranged if original method unavailable
4. Refund Calculation
Refund amounts are calculated based on the following factors:
4.1 Full Refund Calculation
- 100% of project fees for undelivered services
- Full deposit refund for cancelled projects before commencement
- Complete refund for services not meeting agreed specifications
4.2 Partial Refund Calculation
- Proportional refund based on work completed and expenses incurred
- Refund amount = Total fees - (Work completed value + Expenses + Administrative costs)
- Minimum refund threshold of 25% of total project value
- Maximum refund of 75% for partially completed projects
4.3 Deductions and Exclusions
- Non-refundable deposit (50% of project value) for commenced projects
- Third-party costs and expenses already incurred
- Administrative and processing fees (maximum 5% of refund amount)
- Work completed and approved by client
5. Statutory Rights Under UK Law
This refund policy operates alongside your statutory rights under UK consumer protection legislation:
5.1 Consumer Contracts Regulations 2013
- 14-day cooling-off period for distance contracts before service commencement
- Right to cancel without reason within cooling-off period
- Full refund for cancellations within cooling-off period
- Exception: Bespoke digital content once work has commenced
5.2 Consumer Rights Act 2015
- Right to reject services not conforming to contract (s.45 CRA)
- Right to repair or replacement for faulty services (s.23 CRA)
- Right to price reduction for non-conforming services (s.24 CRA)
- Right to final right to reject after failed repair/replacement
5.3 Digital Content Rights
- Right to repair or replacement for faulty digital content
- Right to price reduction for non-conforming digital content
- No right to reject digital content once downloaded/streamed
- Special provisions for bespoke digital content services
6. Payment Processing and Timeline
Refund processing follows these timelines and procedures:
6.1 Processing Timeline
- Refund request acknowledgment: 48 hours
- Initial assessment: 5 business days
- Investigation completion: 14 business days
- Refund processing: 5-10 business days after approval
6.2 Payment Methods
- Refunds processed via original payment method when possible
- Bank transfer for large amounts or when original method unavailable
- Processing fees may apply for certain payment methods
- International refunds may require additional processing time
6.3 Currency and Exchange
- Refunds processed in original payment currency
- Exchange rate fluctuations may affect refund amounts
- Bank fees and charges may be deducted from refund amount
7. Chargebacks and Disputes
We handle payment disputes and chargebacks through the following process:
7.1 Chargeback Prevention
- Direct communication with client before chargeback initiation
- Attempt to resolve disputes through our internal process
- Documentation of all communications and resolutions
- Cooperation with payment processors and banks
7.2 Chargeback Response
- Immediate response to chargeback notifications
- Submission of relevant documentation and evidence
- Cooperation with dispute resolution process
- Appeal process for disputed chargeback decisions
7.3 Alternative Dispute Resolution
- Mediation through professional bodies
- Alternative dispute resolution services
- Legal proceedings as last resort
8. Special Circumstances
Special circumstances may affect refund eligibility and processing:
8.1 Force Majeure Events
- Natural disasters, pandemics, or government restrictions
- Technical failures beyond our reasonable control
- Third-party service provider failures
- Refund policies may be modified during force majeure events
8.2 Client Bankruptcy or Insolvency
- Refund claims subject to insolvency proceedings
- Cooperation with appointed administrators or liquidators
- Priority given to statutory obligations and secured creditors
8.3 Fraud or Misrepresentation
- Refund claims investigated for fraudulent activity
- Cooperation with law enforcement and regulatory authorities
- Legal action may be taken against fraudulent claims
9. Contact and Support
For refund requests, questions, or concerns regarding this policy:
9.1 Contact Information
- Email: info@blakframe.com
- Subject Line: "Refund Request - [Project Reference]"
- Response Time: 48 hours during business hours
- Business Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT
9.2 Required Information
- Project reference number and client name
- Detailed description of refund request reason
- Supporting documentation and evidence
- Preferred resolution method
9.3 Escalation Process
- Initial response and assessment within 48 hours
- Escalation to senior management for complex cases
- External mediation for unresolved disputes
- Legal proceedings as final recourse
10. Policy Updates
This refund policy may be updated to reflect changes in legislation, business practices, or service offerings:
- Policy updates communicated via email to existing clients
- Updated policy posted on website with clear version dating
- Significant changes require 30 days' notice
- Existing projects continue under original policy terms
Version Control: Current policy version is always available on our website with clear change documentation and effective dates.