Refund and Cancellation Policy
IndieVisual, a brand of High Giraffe Media Private Limited
Last updated: 25 September 2026
This policy applies to all packages purchased on www.indievisual.in and all projects commissioned from IndieVisual, and forms part of our Terms and Conditions. Where a Client has signed a separate agreement with us, the cancellation and refund terms in that agreement prevail.
Our Services are custom creative work. Once we begin, we commit crew, vendors, time and third-party costs to a specific project, and that work cannot be resold. The policy below reflects that.
Cancelling a Package
When the Client cancels
Refund
Within 2 hours of payment, and before we have started pre-production
Refund of 75% of the amount paid
After pre-production has started (scripting, storyboarding, casting, crew or location booking) but before the shoot or production
Refund of the amount paid, less 50% of the package price, which covers pre-production and booking costs
After the shoot or production has started
No refund. We deliver the work completed up to the date of cancellation
Cancelling a brief-based project
2.1.
The 50% advance paid to confirm a project is non-refundable once the project starts, as it secures the booking and covers upfront and pre-production costs.
2.2.
Milestone payments made for work already delivered (such as the payment due on the first cut) are non-refundable.
2.3.
If the Client cancels after the shoot or production has started, cancellation is not permissible, and the Client owes the balance payment in full even if all project milestones have not yet been completed.
Rescheduling a shoot
3.1.
The Client may reschedule a confirmed shoot once without charge by giving at least one week’s written notice.
3.2.
For shorter notice, or a second reschedule, the Client pays the non-recoverable third-party costs already incurred, such as crew day rates, equipment rental, location fees and travel, at actuals.
3.3.
A shoot that cannot proceed on the day because of the Client (for instance, lack of site access, unavailable on-camera participants or missing permissions) is treated as a short-notice reschedule.
When we cancel
If we cancel a package or project for reasons within our control, or cannot deliver the agreed scope, we refund all amounts paid for work not yet delivered.
Revisions and satisfaction
Each package and proposal includes a stated number of revision rounds, and we use them to bring the work in line with the approved brief. Dissatisfaction with a creative direction the Client has already approved at the script or storyboard stage does not qualify for a refund.
Duplicate and failed payments
If a payment is charged twice, or money is debited but the transaction fails, we refund the excess amount in full once we have verified it with our payment gateway partner.
How refunds are processed
7.1.
To request a cancellation or refund, email shoot@indievisual.in with the order or invoice reference.
7.2.
We acknowledge requests within 2 working days and communicate our decision within 7 working days.
7.3.
Approved refunds are made to the original payment method within 7 working days of approval. Payments made by bank transfer are refunded to the same account. Bank and card issuer processing times may add a few days before the amount reflects.
7.4.
GST is refunded in proportion to the refunded amount, and any TDS deducted is adjusted in line with the applicable rules.
Contact and grievances
For any concern about a payment, cancellation or refund, contact shoot@indievisual.in or +91 92894 34777. Unresolved grievances can be escalated to our Grievance Officer, whose details are in our Privacy Policy. We aim to resolve every grievance within 15 working days of receiving it.