1. Overview
Our services are tailored to each client, and much of the work, such as planning, booking crews and reserving dates, happens before anything is delivered. This policy explains what happens if you need to cancel or reschedule, and how refunds work.
If your signed contract or accepted quote includes different terms, those terms apply.
2. Deposits
Most projects start with a deposit, as stated in your quote. The deposit reserves our team and dates and covers discovery and pre-production work.
- If you cancel before any work has started, we refund the deposit in full, minus any third-party costs we have already paid or committed on your behalf.
- Once work has started, the deposit is non-refundable, as it covers work already carried out.
3. Cancelling a project
If you cancel a project after work has started:
- you pay for the work completed up to the cancellation date;
- you pay any third-party costs already paid or committed; and
- we refund any amount you have paid above these costs.
Once final deliverables have been delivered and approved, the project is complete and is not refundable.
4. Monthly services
For ongoing monthly services, such as social media management, performance ads management and creator programs, you can cancel with 30 days' written notice. Fees for the current month are not refundable, and any minimum term stated in your contract still applies.
5. Third-party costs
Some costs are paid to other businesses and are outside our control once committed. These are non-refundable by us, and any refund depends on the supplier's own policy:
- advertising spend paid to platforms such as Meta, Google or TikTok;
- creator, KOL and talent fees once content has been briefed or produced;
- venue, catering, equipment rental and other supplier bookings; and
- travel and accommodation.
We will always try to reduce or recover these costs where possible.
6. Rescheduling shoots and events
You can reschedule a shoot or event once without a fee if you give us at least 7 days' notice. With shorter notice, or for further changes, you may need to pay costs that cannot be recovered, such as crew fees or supplier charges. We will confirm these before making the change.
If weather or safety makes an outdoor shoot impossible, we will agree a new date with you at no extra fee from us.
7. Coaching
- Single sessions can be rescheduled with at least 24 hours' notice. Sessions missed without notice count as used.
- If you cancel a coaching program before the first session, we refund it in full.
- If you cancel a program after it has started, completed sessions are charged at the single-session rate and the balance is refunded.
- Team workshops cancelled less than 7 days before the date may incur venue and preparation costs.
8. If something isn't right
If you are not happy with a deliverable, please tell us within 7 days of receiving it. We will work with you to put it right within the agreed scope and revision rounds.
If we are unable to deliver what was agreed, we will refund the part of the fee that relates to the work not delivered.
9. If we cancel
In the rare case that we need to cancel a project, we will refund all amounts you have paid for work not yet delivered.
10. How to request a refund
Email thaothao.6501@gmail.com with your name, project name and the reason for your request. We will reply within 3 working days. Approved refunds are paid by bank transfer within 14 working days.
11. Contact
Cyber Pink Media
Ho Chi Minh City, Vietnam
Email: thaothao.6501@gmail.com
Phone: +84 903 743 615