Legal

Refund Policy

Effective 28 July 2026 · Last updated 28 July 2026

In one line: if we haven't started, you get your money back. If you're unhappy with what we delivered, we'll fix it — and if we can't, we'll refund you.

Before we start work

Full refund, no questions. Email contact@cinemashot.tours before we've begun production and we'll refund the whole amount.

Because we usually start within hours, tell us quickly if you change your mind.

After work has started, before delivery

We'll refund the portion we haven't produced yet. For a single-property order this is usually a partial refund; for a portfolio bundle, we refund in full for every property we haven't started.

After delivery

Each video is custom-made for one property, so a delivered walkthrough isn't returnable the way a physical product is. But that doesn't mean you're stuck with something you don't like.

First, a revision — it's included

Every order includes one free round of revisions within 7 days of delivery. Tell us what's wrong — pacing, the order of the shots, a room you'd rather feature, something that looks off — and we'll rework it. Most concerns are solved here.

If a revision doesn't fix it

If the delivered video still doesn't do the job after a revision, contact us and we'll agree a fair resolution — a further revision, a partial refund, or a full refund depending on the circumstances. We'd rather sort it out than have an unhappy customer.

Where we always refund in full

  • We never delivered your video.
  • We delivered the wrong product — for example a 30-second tour when you paid for the 1:00+ version — and can't correct it promptly.
  • You were charged more than once for the same order.
  • We decline your order after payment (for example if the source photos aren't usable).

What isn't covered

To be straightforward about the limits:

  • Change of mind after delivery, where the video matches what was ordered and the revision was declined or unused.
  • Business outcomes. We can't guarantee more bookings, clicks, or enquiries — no one honestly can.
  • Platform decisions. If a listing site or social platform declines to display your video under its own content rules, that's outside our control.
  • Source material quality. A walkthrough can only be as good as the photographs it's built from. If the images are very low-resolution, dark, or few, the result will show it. If we think that's a risk we'll tell you before we start — and refund you if you'd rather not proceed.

Portfolio bundles

Bundles are priced per video. If you cancel partway through, we refund the per-video rate for every property we haven't produced. Delivered videos are treated individually under the rules above.

If cancelling drops you below a bundle's minimum property count, we may reprice the delivered videos at the rate that actually applies to that quantity, and refund the balance.

How to request a refund

Email contact@cinemashot.tours with:

  • The email address you ordered with
  • Which property or order it concerns
  • What went wrong

We'll reply within 2 business days. Approved refunds go back to your original payment method through Stripe, and typically appear within 5–10 business days depending on your bank.

Please email us before disputing a charge with your bank. A chargeback takes weeks and locks both of us out of the conversation. We can almost always resolve things faster directly — and if a refund is owed, we'll pay it.

This policy forms part of our Terms of Service, and doesn't affect statutory rights you may have under the consumer law of your own country.