Refunds and cancellation
Effective date: 18 September 2026
Contact: productions@lowlightking.com
Production spends money before it delivers anything. Crew are booked, equipment is reserved, locations are held and dates are blocked out, and those commitments are made when the project is confirmed rather than when it shoots. This page says plainly what that means for a cancellation and for a refund, so nobody finds out from clause 26 of a contract.
Where this page and the Terms differ, the Terms govern; where a signed Statement of Work differs from both, the signed document governs.
Consumer law is not displaced by any of that. Everything here is written for a business buying a production service. Where a mandatory consumer-protection right applies to you and is more generous than this page — under the Consumer Protection Act 2019 in India, or under the law of your own country if you are buying from outside it — that right applies and this page does not cut it down. Nothing in these terms asks you to give up a protection you cannot give up.
1) Deposits
A deposit — typically 50% — is what locks crew, equipment and dates, and it is non-refundable. That is clause 3.2 of the Terms and it holds in every cancellation scenario below. A date hold is not a booking, and an unconfirmed hold may be released.
2) Cancelling a shoot
The schedule in clause 6.2 of the Terms applies unless the Statement of Work says otherwise. “Actual costs” means what we have already committed on your behalf and cannot recover — crew, rentals, locations, travel, third-party cancellation charges.
| Cancelled | You pay |
|---|---|
| 7 or more days before the shoot | Actual costs incurred, plus 25% of the project fee |
| 3 to 6 days before | Actual costs incurred, plus 50% |
| 0 to 2 days before | Actual costs incurred, plus 100% |
The deposit is non-refundable in every one of those cases.
3) Rescheduling, weather and no-shows
Rescheduling after booking is not cancelling, and it costs rebooking fees, crew hold fees, third-party cancellation charges and any increase in cost the new date brings (clause 6.1). Where weather or a force-majeure event stops a shoot, you pay the costs already incurred and a reshoot is a Change Order unless the Statement of Work included one (clause 6.3). If the people needed to film or to approve do not turn up, the day is billable as though it had been worked (clause 6.4).
4) The Video Strategy Audit
The audit is ₹10,000, and the fee is credited against the first month if a retainer follows.
- Move the slot before it starts and we will move it, at no charge.
- Once the session has taken place the fee is not refundable: the 45 minutes and what comes out of them are the thing you bought, and they have been delivered.
- If we cancel and cannot offer you another slot, the fee is refunded in full.
5) Retainers
Retainers run to a minimum term, stated on the pricing page for each tier and fixed in the Statement of Work. Months already invoiced are payable. Notice periods and what happens to work in progress at the end of a term are set in that document, because they vary by tier.
6) Work already done
Once production resources are committed, no refund applies (clause 26). If you terminate for convenience, you pay for the work performed up to that point plus the committed costs and the kill fee in section 2 above (clause 23.1). Nothing transfers to you until the invoice is settled: rights in deliverables, footage and working files stay with us until full cleared payment (clause 10.1).
7) If the work is defective
For a verified technical defect that is ours — a corrupted export, the wrong codec, audio out of sync — the remedy is that we correct it or re-export it within a reasonable time. That is the exclusive remedy under clause 20, and it is not a refund. Subjective dissatisfaction with creative work delivered to the agreed brief is not a defect (clause 8.1), and neither is a result the video did not produce: we make no guarantee of views, conversions or revenue, and clause 19.3 says so.
8) Chargebacks
Do not raise a chargeback on contracted holds, approved work or delivered services. Clause 4.7 prohibits it, and a disputed invoice goes through the process in section 9 instead.
9) Disputing a charge
Write to us and set out what is disputed. The Terms give both parties 14 days to reach agreement in good faith, after which the dispute goes to confidential arbitration before a sole arbitrator in Kochi, Kerala, under the Arbitration and Conciliation Act 1996 (clause 27). The courts at Kochi have exclusive jurisdiction for interim relief and for enforcing an award. Clause 27.6 preserves any mandatory local law that says otherwise, which is the same carve-out as the paragraph at the top of this page.
The other documents
This is one of nine. The index lists them all and says what each one decides.