Contact & Support Policy

Support Channels

For all inquiries regarding services, technical issues, or order details, please contact us via the official channel listed below.

Primary Support Email:

[email protected]

Business Address:

Madrid, Spain

Legal Entity:

Sergei Kurapov (Sole Proprietor / Autónomo)

Support Language:

All support communications and services are conducted in English only.

Response Times & Service Levels

While specific email response times may vary, we adhere to the following strict Service Level Agreements (SLA) regarding order fulfillment and revisions:

Fulfillment SLA:

The standard delivery time is 48 hours, calculated starting from the "Brief accepted" confirmation email.

Revisions:

Clients may request revisions within 72 hours after the initial delivery.

Delay Notifications:

Any agreed-upon delays will be explicitly confirmed via email.

Billing and Refund Support

This section outlines our billing structure and the specific remedies available to clients in the event of service delays.

Business Model:

We operate on a one-time pack basis. There are no subscriptions and no auto-renewals.

VAT Status:

The seller is not a VAT payer.

Late Delivery Remedies:

If the service delivery exceeds the agreed SLA without prior mutual agreement, the following automatic refund policies apply:

Less than 24 hours delay:

A 50% refund will be issued.

24 hours or more delay:

A 100% refund will be issued.

Legal and Privacy Requests

AppVids is committed to protecting user data and respecting intellectual property rights in accordance with the jurisdiction of Spain (Madrid).

Data Retention & Deletion

Video Storage:

Completed video files are stored for 7 days.

Order Data:

Email and order-related data are retained for 6 months.

Privacy & Analytics

We utilize Google Analytics 4 and Yandex Metrica for site performance tracking.

An EU cookie banner is implemented to ensure tracking occurs only after user opt-in.

Intellectual Property (IP) & AI Usage

Ownership:

100% of the ownership rights for the final deliverables are transferred to the client.

AI Policy:

We utilize AI-generated content (scripts, avatars, voice). We do not train our AI models on client data.

Portfolio Use:

AppVids reserves the right to use deliverables for portfolio or testimonial purposes.

Content Restrictions

We strictly prohibit the production of:

Adult or Medical content.
Other sensitive topics may be declined at AppVids' discretion.