1. General Policy
LocationFrame provides custom-made property-location videos and related creative deliverables.
Once work has started, each order becomes partially or fully customized to the client’s property, location, package, media, and instructions.
For that reason, refunds are limited and are reviewed based on the project stage.
2. Before Work Begins
If a client requests cancellation before any work has started, LocationFrame may provide a full or partial refund, minus any non-refundable payment processing fees charged by third-party checkout or payment providers.
Work may be considered started once we begin any of the following:
- Reviewing the project brief
- Reviewing the listing or property details
- Downloading, organizing, or preparing media
- Researching nearby points of interest
- Planning the video structure
- Creating map-style visuals or location sequences
- Editing, designing, animating, rendering, or exporting any part of the video
3. After Work Has Started
Once work has started, refunds are generally not available.
Depending on the situation, LocationFrame may offer one of the following at its discretion:
- Continue the project
- Adjust the project within the original scope
- Provide in-scope revisions
- Offer partial credit toward a future project
- Offer a partial refund if no significant production work has been completed
Refund decisions are made case by case.
4. After Delivery
After a draft or final video has been delivered, the order is not refundable except where required by applicable law or where LocationFrame is unable to provide the agreed deliverable.
If the client is not satisfied with parts of the video, the issue should be handled through the revision process, not a refund request.
5. Revisions Included
LocationFrame packages may include revisions within the original project scope.
In-scope revisions may include:
- Correcting spelling, names, captions, labels, or contact details
- Updating simple text or call-to-action wording
- Adjusting pacing, timing, sequence order, or minor visual details
- Replacing selected media when replacement files or links are provided
- Correcting nearby place labels or simple location references
- Fixing errors caused by LocationFrame
Revisions are intended to improve the original agreed video, not to create a new project.
6. Unlimited In-Scope Revisions
If a package mentions unlimited revisions, this means unlimited revisions within the original project brief and selected package scope.
Unlimited revisions do not mean unlimited new concepts, unlimited new videos, unlimited changes to the property, or unlimited changes outside the original order.
7. Out-of-Scope Revisions
The following are not included as standard revisions:
- Changing the property after production has started
- Replacing the original project with a different listing
- Requesting a completely new creative direction after work has started
- Adding extra nearby places beyond the selected package
- Requesting additional video formats beyond the package
- Creating additional video versions not included in the package
- Adding voiceover, advanced animation, paid ad strategy, or services not included in the package
- Revisions caused by incorrect or incomplete information provided by the client
- Revisions requested after the revision window has closed
- Changes that require restarting most or all of the project
Out-of-scope revisions may require an additional fee.
8. Revision Window
Clients should review delivered drafts and request revisions within 7 days of delivery unless another period is agreed in writing.
If no response is received within 7 days, the project may be considered approved and completed.
Revision requests submitted after the revision window may be treated as a new update request and may require an additional fee.
9. Client Delays
If a project is delayed because the client does not provide required information, media, feedback, approval, or access, LocationFrame is not responsible for the delay.
If a client does not respond for 30 days or more, the project may be paused or closed. Reopening a paused or closed project may require an additional fee.
10. Missing or Inaccurate Information
The client is responsible for providing accurate property details, media, location information, nearby place preferences, branding, and contact information.
If revisions are required because the client provided incorrect, incomplete, outdated, or misleading information, those revisions may be considered out of scope.
11. Technical or Platform Issues
LocationFrame is not responsible for issues caused by third-party platforms, including payment processors, video hosting services, social media platforms, property portals, email providers, or advertising platforms.
We do not guarantee that a video will be accepted by every ad platform, listing website, social network, or marketplace.
12. Chargebacks and Payment Disputes
If a client opens a chargeback or payment dispute without first contacting LocationFrame, we may pause all work and suspend delivery until the dispute is resolved.
We reserve the right to provide project records, communication history, delivered files, and proof of work to the payment provider.
13. How to Request a Revision or Refund Review
To request a revision or refund review, contact us at:
hello@locationframemedia.com
Include:
- Your name
- Order email
- Package purchased
- Property or project name
- Submission reference if available
- Clear explanation of the issue
- Specific revision requests if applicable
14. Contact
For questions about refunds or revisions, contact:
LocationFrame
Email: hello@locationframemedia.com