This page explains how cancellations, rescheduling and refunds are handled for services supplied by Five Yards Media LLC. The written scope for an engagement governs that engagement; where the two differ, the scope applies.
Before a scope is accepted
An enquiry or date request is not an order. You can withdraw it at any time before you accept a written scope, at no cost, and nothing is payable.
Deposits
A 50% deposit is payable on acceptance of the scope. The deposit reserves studio time and covers planning and preparation that begins immediately. Where an engagement is cancelled by the client after acceptance, the deposit is applied against work already carried out and commitments already made.
Cancellation by the client
- Cancellation must be given in writing to management@fiveyardsmedia.online.
- You are charged for work completed up to the date of cancellation, plus any third-party costs the studio has already committed to on your behalf.
- Any balance held by the studio above that amount is refunded. Any shortfall is invoiced.
- Cancellation windows for scheduled shoot days are stated in the scope for that engagement, because crew, equipment and location commitments differ by production.
Rescheduling
Dates can be moved by agreement where studio availability allows. A rescheduled date is not confirmed until the studio confirms it in writing. Where a change causes unavoidable third-party costs, those are advised in writing before the new date is confirmed.
Cancellation by the studio
If the studio cancels an engagement for reasons within its control, any amount you have paid for work not carried out is refunded in full. Where a shoot cannot proceed for reasons outside either party’s control, such as weather, permit refusal or restricted access, the studio will first offer a rescheduled date.
Completed and delivered work
Creative services are produced to a scope agreed in advance. Once work has been delivered and approved, fees for that work are not refundable. Where you consider delivered work does not meet the agreed scope, raise it in writing and the studio will correct it under the review terms in the scope.
How refunds are made
Approved refunds are made to the original payer, by the method used for the original payment, in the currency of the invoice. The studio will confirm the amount and timing in writing when the refund is agreed.
Disagreements
If you disagree with a cancellation or refund decision, use the complaints process.