Refunds & Revisions

1. Before Crestford starts

If a paid order has not entered production or automatic processing, Crestford should normally be able to cancel and refund it, subject to any mandatory legal rights and payment-processing realities.

2. When you ask us to start immediately

Crestford's checkout asks customers to expressly request immediate performance because many projects are designed for fast delivery. If a consumer later exercises a statutory withdrawal right after requested performance has begun, applicable law may permit Crestford to retain or charge a proportionate amount for work already performed. Where the legal requirements for loss of the withdrawal right after full performance or digital delivery are satisfied, that right may no longer apply.

3. If Crestford cannot deliver

If Crestford cannot provide the paid service because of a technical or production failure, the preferred remedy should be a retry, correction or replacement where reasonable. Where Crestford cannot provide the contracted service, an appropriate refund should be offered subject to the customer's statutory rights.

4. Creative dissatisfaction

Generative and reconstructive work can involve artistic interpretation. For custom-video services that state two complimentary refinements, Crestford will make up to two reasonable adjustments within the original brief. A completely new concept or substantial new direction is not a refinement and may require a new order or additional fee.

5. Automated photo services

Automated enhancement, restoration and colourisation aim to improve the submitted image, but heavily damaged, extremely low-resolution or ambiguous photographs may not produce a perfect result. Where a result is clearly defective because the service failed technically, Crestford should retry or provide another appropriate remedy.

6. Payment disputes

Please contact Crestford first so the project and payment record can be reviewed. Nothing in this policy limits any statutory remedy available to a consumer.